Customer Service Representatives- Financial ONSITE

Company Description

We’re Sutherland and we are currently seeking enthusiastic and people-oriented professionals to join our dynamic team in supporting customers of one of our customers, a global giant in the streaming media and entertainment industry. If you are looking to build a fulfilling career and are confident you can build rapport with callers while sharing your love of movies, tv shows and animated stories, consider joining us now and growing with us in the future. 

Are you the go-to person among your friends and family for help with mobile devices and streaming technology? Are you skilled with and do you have an interest in technology and software? Can people literally hear you smiling over the phone? Do you know how to turn someone’s day around, no matter how down or frustrated they are? Do you have experience in technical support, retention, with Salesforce or with other help desk ticketing platforms?

Join Us.

Job Description

What you'll do:

General Duties & Responsibilities

•  Work onsite in our offices in Tulsa, OK
• Provide customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues.
• Escalate more technical product-related issues to proper product support department.
• Process a high volume of consumer inquiries about banking products and services and resolves a targeted percentage of those inquiries.
•  Troubleshoot customer issues, identifies root cause of the issue and uses tools and resources to determine how to resolve the customer issues.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
• Track and document inbound support requests and ensures proper notation of customer issues.
• Update customer information and ensures accurate entry of contact information.
• Meet standards of job, such as quality standards, adherence to schedule and average handle time.
•  May provide guidance and/or mentoring to less experienced peers.
• Other related duties assigned as needed.

What We offer:

• Competitive pay, generous flexible vacation policy, and 401k
• Paid training, coaching, development and career planning 
• Medical, dental, and vision benefits; EAP, health and wellness programs, and more
• Tremendous development & advancement opportunities – 80% of our frontline leaders have been promoted!
• Employee Discounts
• EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland

Qualifications

Educational Requirements

High school diploma or GED

General Knowledge, Skills & Abilities

• At least one year of call center experience
• At least one year of customer service experience
• Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills
• Computer navigation and operation skills
• Demonstrates effective people skills and sensitivities when dealing with others
•  Ability to work both independently and in a team environment

Additional Information

About Us

Sutherland, recently recognized as a Great Place to Work in the US, is a digital transformation company, making digital processes feel more human for the customers that we serve. We have been helping customers globally, across industries from financial services to healthcare, entertainment to retail, insurance to gaming, and everything in between, provide exceptional experiences for their customers for over 35 years.

IMPORTANT NOTE: This job is open only to those residing in the Tulsa, OK area, and you must be authorized to work in the US in order to be considered for employment.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.