U.S. Bank Customer Solutions Specialist in BASED, Minnesota
Responsible for reviewing Voice of the Customer Survey feedbackfrom contract center customers; researching and evaluating the originalcustomer experience and then following up with the customer to resolve theoutstanding issue identified
Establish and maintain great working relationships with assignedbusiness line(s), yet having the ability to think how solutions will haveimpact across multiple channels
Focuses on being a strategic resource by analyzing customerfeedback for common themes. Maintains high service satisfaction by following upwith customers in designated timeframes
Coordinates and interacts with internal teams and individuals toensure high levels of service delivery
Extremely high client facing position with the responsibility ofcustomer contact performed primarily through telephone or email communicationmethods
Responsible for analyzing employee service interactions andproviding feedback for coaching to Business Line Leaders that will allow themto effectively coach their employee (without having to duplicate the researchand investigation)
Acts as a liaison between customers and various U.S. Bankdepartments to resolve more complex customer or technology issues.
Bachelor's degree, or equivalent work experience
Two to three years of experience in customer service management
PreferredSkills and Experience:
Previous contact center experience (24 Hour Banking and RPSpreferred)
Ability to independently research customer service complaints,which could require talking to multiple departments to resolve a single issue
Ability to work with little supervision, effective timemanagement, and great customer service skills are critical
Must also have strong written and verbal communication skillswhen speaking with customers, business line partners, and all levels ofbusiness executives
Excellent telephone skills including listening and demonstratingcourtesy, empathy, and accuracy
Ability to take action quickly and adapt to a change in workflowas needed. Customer Service Support and Professionalism are also animportant aspect of this position.
Proven customer service/relations skills including the abilityto deal effectively, tactfully, and knowledgeably with customers andnon-customers in handling complaints, problems, and general inquiries
Thorough knowledge of assigned Business Line(s), including allrelevant operational processes and procedures and company products and services
Strong organization and analytical, and problem solving skills
Ability to manage multiple tasks, assignments and deadlinessimultaneously
Ability to work independently and make decisions based ondocumented procedures and best practices
Proficient in and able to navigate all relevant computer systemsin order to understand customer needs
Expertise with the Microsoft Office Suite especially MicrosoftExcel
Must have schedule flexibility
Job: Customer Service / Call Center
Primary Location: Minnesota-MN-Home-based
Shift: 1st - Daytime
Average Hours Per Week: 40
Requisition ID: 190013152
Other Locations: Oregon-OR-Gresham, Wisconsin-WI-Eau Claire, Ohio-OH-Cincinnati, Wisconsin-WI-Milwaukee
U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.