Customer Service Specialist

A Customer Service Specialist primarily serves to welcome and receive and process customer transaction requests. Such job encompasses all retail transactions in a fiscal office setting where the ability to quickly add, subtract and use computer systems to facilitate transactions is required. Prospective employees must be proficient in the ability to examine the legality of monetary instruments, legal and personal identification documents to ensure efficient and low risk transactions. Performs other duties and services as needed and as assigned.

Responsibilities/ Duties

1. Build relationships and trust with customers/prospects during the process of making positive identification of customers/prospects, and reviewing customer information. Make effective referrals to other departments.

2. During the course of processing transactions, the employee is required to examine items, understand procedures to prevent loss, and adhere to regulatory requirements and procedures.

3. Assist customers who present in lobby with questions, or the need for assistance. Also, assist supervisors as needed without the necessity of being asked to help.

4. Participate in activities to support the company’s mission to invest in the local community as well as build camaraderie with fellow employees. Represent the company at community events and civic organizations. Maintain a working knowledge of all products and services, cross-selling opportunities, and help to create and maintain a warm, inviting atmosphere by greeting fellow employees and visitors in a genuine manner soon after arrival on premises.

5. Refer questions for which you cannot assist to the correct department the first time – physically escorting the customer when able.

6. Record all transactions promptly, accurately and in compliance with procedures.

7. Assist with fiscal office operations by balancing currency, coin, checks, credit card advices, etc., in cash drawers, and petty cash. Be trainable to learn duties concerning procedures to receive or dispense large payments with assistance as appropriate.

8. Assist in the periodic (typically weekly) servicing cash drawers.

9. Backup peers in immediate work area as needed.

10. Provide primary, or relief, staffing at any location with limited notice provided.

11. Scan items to support Operations.

12. Perform other related duties as required or assigned.

Required Qualifications

Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with work experience or training emphasis in office skills, interpersonal office relationships, effective customer service, and knowledge and experience in sales and service. Education or direct experience in these attributes totaling 5 or more years provides the job holder with the training and experience to succeed in the job provided they possess initiative and good work habits, and discipline.

A non-inclusive list of regular work activities for the duty area includes:

 Greet (or at minimum acknowledge) customers upon arrival

 Remain in duty area to process customer transactions upon request

 Master communication skills and be able to readily identify, and call by name, existing customer(s)

 Backup peers in duty area and assist in operation/maintenance of equipment and machines

 Support operations by working any location on an as needed basis

 Provide hands-on support to areas of need

 Maintain confidentiality of records, and customer lists