Customer Service Representative

Location: 4910 Tiedeman Road, Brooklyn, OH Position begins August 31 2026. Training: In‑office training for the first three months at the above location. Schedule during training: Monday‑Friday 8:00 am‑5:00 pm ET. Schedule after training: Various shifts available. ◦ Weekend Warrior Shifts – every Saturday and Sunday with two days off during the week. ◦ Saturday Squad Shifts – every Saturday with two days off during the week. ◦ Additional compensation for Weekend Warrior and Saturday Squad. ◦ Other shifts require working at least every other Saturday or Sunday. Customer Service Specialist As a Customer Service Specialist, you will serve as the voice of KeyBank, solving clients’ problems in a fast‑paced call center environment. You should empathize, remain calm, and not take client frustration personally. What You’ll Get From This Opportunity Competitive pay and benefits, including 401(k) matching, PTO, fitness, tuition reimbursement, and more. Valuable financial services experience that supports career advancement at Key. Paid job training and access to a library of professional development courses. Shift differentials available. Performance‑based rewards. Variety – every day is different. Essential Job Functions Embody a strong client‑experience culture and positively impact clients and teammates. Receive inbound calls from consumer clients in a fast‑paced environment. Answer client questions, problem‑solve, educate, de‑escalate dissatisfied clients, and promote the Moments Matter culture. Provide technical support for Key’s online products and services (PC, mobile, tablets). Collaborate with Key teammates to solve client challenges. Navigate multiple screens while speaking to clients over the phone in a distraction‑free environment. Comply with all KeyBank policies, act professionally, conduct business ethically, avoid conflicts of interest, and act in clients’ best interests. Required Qualifications Minimum 1 year of client‑service experience. High school diploma or GED. Success in problem resolution, multi‑tasking, and attention to detail. Advanced computer skills and ability to navigate multiple screens, browsers, websites, and mobile apps while speaking to clients. Strong interpersonal, verbal, and written communication skills. Flexibility, empathy, and patience for a fast‑paced, high‑volume call center. Ability to read and follow call‑center scripts. Schedule flexibility – hours may change based on business needs; a bid process may result in schedule changes. Ability to use AI and digital tools effectively and apply judgment. Operate seamlessly across voice, chat, messaging, and asynchronous channels. Apply policy with sound judgment and reasoning. Strong listening skills and emotional intelligence to build trust and de‑escalate concerns. Quick learner of new systems, tools, and workflows. Clear, confident communication in high‑pressure situations. Accountability for decisions and outcomes; use available tools to resolve issues end‑to‑end. Growth mindset and continuous development. Balance efficiency with client experience by reducing friction and maintaining presence. Preferred Qualifications Previous remote or work‑from‑home experience. Mobile Requirements Hard‑wired high‑speed internet, minimum 50 Mbps download. Dedicated home office space. Distraction‑free background for professional client experience. What It’s Like to Work With Us The KeyBank Contact Center is a diverse, engaged team that supports one another and balances in‑office and virtual work. Our leaders provide support, share knowledge, and reward hard work. Compensation and Benefits This position is eligible to earn a base hourly rate in the range of $18.00–$23.08 per hour. Pay placement may differ based on skills, experience and geographic location. For a list of benefits eligible for this position, please click here. Key has implemented an approach that prioritizes in‑office presence while providing flexible mobile options where roles can be performed effectively. KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing View email address on click.appcast.io. #J-18808-Ljbffr