Call Center Specialist

JOB DESCRIPTION

Call Center Specialist

Job Type: Full-Time/Non-Exempt

Reports To: Executive Assistant

Approved by: Human Resources on 3/3/26

Job Summary:

Call Center Specialist will be the liaison between our company and its current and potential customers. Call Center Specialist will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Key Responsibilities:

· Manage large amounts of inbound and outbound calls in a timely manner.

· Follow communication “scripts” when handling different topics.

· Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

· Seize opportunities to upsell products when they arise.

· Build sustainable relationship and engage customers by taking the extra mile.

· Frequently attend educational seminars to improve knowledge and performance level.

· Responsible for ordering supplies and handling supply orders from branches.

· Responsible for sorting incoming mail, handling outgoing mail, presort mailings, and ensuring mail gets to the Post Office daily.

· Performs change of addresses, check orders, and take loan credit card payments.

· Meet personal/team qualitative and quantitative targets.

· Will include other duties as assigned including First State Bank’s Standard of Performance.

Qualifications & Experience

· Strong phone and verbal communication with active listening.

· Customer focus and adaptability to different personality types.

· Ability to multi-task, set priorities, and manage time effectively.

Pay: From $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Parental leave

Work Location: In person