Summary:

When you join the team you are committing yourself to our Mission, Vision, Values, and Operating Methods. Using these shared concepts, the CSR is expected to lead by example and bring these ideals to life in the contact center, over the phone, and to our customers.

Our Mission:

CIC Online will exceed customer expectations, challenge its employees and be a good corporate citizen.

Our Vision: 

We help our customers by understanding their needs, while providing an exceptional experience every time.

Our Values:

Teamwork, Integrity, Purpose, Fun, Diversity

Duties & Responsibilities:

• Uphold the Mission, Vision, Values and Operating Methods and help all of your customers. This includes your internal customers and external customers.
• Work in a blended environment of inbound and outbound communications with customers.
• Outbound Predictive and Preview Dialer
• Email
• SMS
• Live Chat
• Provide our customers an exceptional experience while maintaining a strict adherence to all state and federal consumer financial laws, as well as company standards
• Listen to our customers.
• Educate our customers and help them resolve their balance.
• Help the Customer Retention Team reach goals by doing your part and supporting your peers in the same.
• Committed to keep the customers satisfied.
• Have fun while serving those in need.
• Be the safety net for the people you have the privilege to serve by providing the right solution, empathy, and positive experience for each customer every time.
• Think Farms not Tractors. Look at the operation as a whole. You are a critical part of something bigger.
• Meet performance standards as outline in the Retention Specialist Monthly Scorecard.

Educational requirements:

• High School Diploma; may require some vocational or job-related course work.
• 1+ years work related experience

Skills & Abilities:

• Demonstrated organizational and multi-tasking skills
• Excellent oral communication skills
• Proficient written communication skills
• Adept with navigating and using a computer and internet applications.
• Attention to detail
• Self-motivated and ability to work in a diverse team environment
• Solid customer relationship building skills
• Proficient negotiation and/or sales skills