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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.

Sutherland Glassdoor Company Review
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CEO of Sutherland
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Dilip R. Vellodi
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Average salary estimate

$35000 / YEARLY (est.)
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$30000K
$40000K

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What You Should Know About Customer Service Representatives- Financial ONSITE, Sutherland

At Sutherland, we're thrilled to invite you to join our friendly and enthusiastic team as a Customer Service Representative for the Financial sector in our Tulsa, OK office! This is not just another job; it's an opportunity to turn your passion for technology and customer service into a fulfilling career. If chatting with customers about movies, animated stories, and streaming media makes you smile, we want you on our team! You’ll be the primary contact for our customers, addressing inquiries via phone, email, or instant messages, and you're the kind of person who can definitively turn someone's day around. You'll be troubleshooting customer concerns related to banking products and services, utilizing your problem-solving skills to address issues efficiently. Our ideal candidates are not just tech-savvy but possess a knack for building rapport with callers. With a high call volume and a need for follow-ups, your dedication and people skills will shine here. Plus, you’ll get to enjoy our supportive environment, where 80% of frontline leaders have been promoted! Beyond the day-to-day interactions, you’ll have ongoing training and development opportunities to ensure your growth at Sutherland. So, if you're looking to make a real impact in customer service while harnessing your love for technology and entertainment, apply today and start your journey with us!

Frequently Asked Questions (FAQs) for Customer Service Representatives- Financial ONSITE Role at Sutherland
What are the responsibilities of a Customer Service Representative at Sutherland?

As a Customer Service Representative at Sutherland, your primary responsibilities include providing exceptional support through various channels such as phone, email, and instant messaging. You'll handle customer inquiries regarding banking products, troubleshoot issues, escalate more complex problems to the appropriate departments, and document all interactions accurately. Additionally, you'll assist in mentoring less experienced colleagues and ensuring that customer inquiries are resolved efficiently.

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What qualifications are needed to apply for the Customer Service Representative position at Sutherland?

To apply for the Customer Service Representative position at Sutherland, you should possess at least a high school diploma or GED and have a minimum of one year of call center or customer service experience. Strong verbal and written communication skills, excellent customer service abilities, and computer navigation skills are crucial for success in this role, alongside a genuine interest in technology and customer satisfaction.

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What kind of training and development opportunities does Sutherland offer for Customer Service Representatives?

Sutherland provides a comprehensive training program that includes paid training sessions, coaching, and career development opportunities for Customer Service Representatives. With a focus on personal growth, Sutherland promotes internally, as evidenced by the fact that 80% of frontline leaders have been promoted from within. You'll also benefit from ongoing mentoring to enhance your skills continuously.

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Is the Customer Service Representative position at Sutherland an onsite role?

Yes, the Customer Service Representative position at Sutherland is an onsite role located in our Tulsa, OK office. We believe in creating a collaborative team environment that thrives on direct interaction and strong communication among colleagues and customers alike.

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What is the work culture like at Sutherland for Customer Service Representatives?

At Sutherland, the work culture is dynamic and inclusive, emphasizing teamwork, support, and personal development. As a Customer Service Representative, you'll be part of a friendly, encouraging environment that values efficiency, effective communication, and exceptional customer service, all while having fun and enjoying the work you do.

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Common Interview Questions for Customer Service Representatives- Financial ONSITE
How do you handle difficult customer situations as a Customer Service Representative?

When facing difficult customer situations, I believe it’s crucial to stay calm and listen actively. I would acknowledge the customer's feelings, gather all necessary facts, and reassure them that I’m committed to resolving their issue. By utilizing problem-solving skills and remaining empathetic, I can often turn a negative experience into a positive one.

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Can you describe your experience with technology and how it relates to customer service?

In my previous roles, I've developed strong technical skills through handling various software and platforms. I’m comfortable guiding customers through tech-related issues, which empowers me to provide effective solutions while enhancing their overall experience. I find that my enthusiasm for technology often resonates with customers, making them feel more at ease.

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What strategies do you use to meet your performance targets in customer service?

To meet performance targets in customer service, I set personal goals related to key performance indicators such as average handling time and customer satisfaction scores. I focus on being proactive with customer inquiries, adopting a positive attitude, and continually seeking feedback to improve my approach.

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How do you prioritize tasks when handling multiple customer inquiries simultaneously?

When faced with multiple inquiries, I prioritize by assessing the urgency and nature of each request. I focus on providing quick responses to straightforward questions while documenting more complex issues to address later. This systematic approach ensures I remain efficient and provide quality service.

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Why do you want to work for Sutherland as a Customer Service Representative?

I admire Sutherland’s commitment to digital transformation while emphasizing human connection. The company’s focus on training and promoting from within resonates with my career goals, and I feel that my passion for customer service aligns perfectly with the company’s values.

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Can you give an example of a time you turned an upset customer into a satisfied one?

Absolutely! Once, a customer was upset about a billing issue. I listened to their concerns, assured them I understood their frustration, and immediately took steps to investigate the problem. After identifying the cause, I implemented a solution and provided them with a small compensation for the inconvenience. They appreciated my efforts and left the conversation satisfied, which felt rewarding.

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What do you consider excellent customer service?

Excellent customer service means understanding the customer’s needs, responding promptly, and going the extra mile to ensure their satisfaction. It involves active listening, empathy, and a willingness to resolve issues efficiently, fostering long-lasting relationships with customers.

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How do you ensure you stay up-to-date with product knowledge as a Customer Service Representative?

I stay informed about the latest product updates by participating in training sessions and accessing company resources. I also make it a point to engage with my peers, sharing insights and experiences that enhance our collective knowledge, which ultimately benefits our customers.

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What techniques do you use to build rapport with customers over the phone?

I build rapport by personalizing my communications, using the customer’s name, and showing genuine enthusiasm. Active listening and mirroring their tone when appropriate also help foster a connection, making customers feel valued and understood.

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How would you describe your approach to teamwork in a customer service environment?

My approach to teamwork involves open communication and collaboration. I believe in supporting my colleagues, sharing tips and resources, and working together to ensure our customers receive outstanding service without any interruption. Team success translates to individual success.

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DATE POSTED
December 12, 2024

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