Customer Service Specialist

Description

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Customer Service Specialist

Contract to Hire: Roanoke, Virginia, US

Salary Range: 23.00 - 23.00 | Per Hour

Job Code: 371537

End Date: 2026-10-08
Days Left: 0 days, 20 hours left

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Note:

• The position is Hybrid ( Hybrid post-training - 1 week from the Office, 1 week from Home ).

Position Details:

• Position: Escalations Representative 2 ( Customer Service Specialist )
• Industry: Banking/Financial Services
• Job duration: 12 months ( Possible Extension/Conversion )
• Location: Roanoke, VA 24019 ( Hybrid post-training - 1 week from the Office, 1 week from Home )
• Training Schedule: Monday - Friday (9 AM - 5:30 PM EST OR 10 AM - 6:30 PM EST for Roanoke) - First 10 weeks
• Working Schedule: Shifts will be assigned post-training; Monday - Sunday between 7 AM and 10 PM ( Any 8 Hours )
• Pay Range: $23-23.08/hour
• Tentative Start Date: 09/21/2026

Project Scope:

• Handle escalations from frontline call center agents.
• Assistance requests from frontline call center agents.
• Remediation servicing requests directly from customers.
• Rewards for servicing requests directly from customers.

Roles and Responsibilities:

• This is a Level 2 escalation queue that handles:
• Call Volume - 300-400 calls/month - Phones only (no email/chat).
• Types of Calls: 50% transferred in from frontline agents.
• Help desk questions.
• System unlocks/help.
• Complex service issues.
• Live customer escalations (non-regulatory).
• The other 50% of calls:
• Direct customer calls regarding credit card rewards.
• Redeeming points.
• Gift card purchases.
• Missing rewards.
• Loyalty program servicing.
• Must classify regulatory vs non-regulatory flags correctly.

Required Skills:

• Complaint handling background.
• Strong customer service, de-escalation, and issue resolution skills.
• Ability to navigate multiple systems.
• Strong verbal communication.
• Comfortable with phones & volume.
• Able to work the assigned fixed schedule post-training.

Nice to Have Skills:

• Escalations experience.
• Credit card or rewards program experience.
• Prior financial services call center experience.
• Knowledge of rewards/loyalty programs.
• Credit card complaints handling.
• Bilingual - English and Spanish.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually - as applicable.

Job Requirement

• Customer Service
• Customer
• Customer Support
• Customer Care
• Customer Advisor
• Customer Liaison
• Call Center
• Calls
• Calling
• Inbound calls
• Outbound calling
• MS Office
• Communication
• Phone Handling
• Client Service
• Client Support
• Technical Support
• Helpdesk
• Call De-escalation
• Problem Resolution
• Issue Resolution

Reach Out to a Recruiter

• Recruiter
• Email
• Phone
• Indranil Kundu
• View email address on click.appcast.io

Apply Now