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Job Summary

The Customer Support Associate provides best-in-class support to customers, embodying a customer-obsessed attitude. Joining our rapidly growing contact center, associates will handle a variety of tasks and must be adaptable and proactive.

 

Essential Job Functions

• Field a variety of inbound customer service calls and emails, providing empathetic and accurate assistance, and resolving inquiries through negotiation and education. Recognize when to leverage resources to resolve customer inquiries. Demonstrate ownership and accountability without placing blame. - (50%)
• Navigate customers through using the product, identifying and troubleshooting technical issues that surface. Identify and track customer issues and complaints to ensure transparency and improve the customer experience - (30%)
• Develop a thorough understanding of the product, and identify gaps to improve workflow and interdepartmental communication. - (15%)
• Adhere to evolving processes to maintain efficiency and achieve operational excellence. - (5%)

Minimum Qualifications

• High School Diploma or GED
• 1+ years call center support experience, or successful completion and fulfillment of departmental promotional criteria
• Must be able to pass the bilingual assessment.

Preferred Qualifications

• 2+ years call center experience
• Knowledge of e-commerce and payments landscape
• CRM experience (Salesforce Service Cloud)

Skills

• Customer Service
• Financial Services Industry
• Customer Relationship Management (CRM)
• Salesforce Service Cloud
• Required to pass French and Spanish Assessment

Reports To: Supervisor and above

Direct Reports: 0

Work Environment

• Call Center environment. Schedule flexibility to work 40 hours per week including days, evenings, weekends and some holidays.

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Communicate/Hearing
• Communicate/Talking
• Stationary Position/Seated
• Typing/Writing
• Focus and complete tasks in situations that have a speed or productivity metric
• Maintain focus in high pressure or fast-paced work environment

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Typical Pay Range:

$18.55 - $29.55

Full Pay Range for position:

California: $21.30 - $36.95

Colorado: $18.55 - $31.05

New York: $20.40 - $36.95

Washington: $19.45 - $34.00

Maryland: $19.45 - $32.50

Washington DC: $21.30 - $34.00

Illinois: $18.55 - $32.50

New Jersey: $21.30 - $34.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

This job is eligible for 10%/hr premium for hours worked between 5pm-6am and all weekend hours (given specific requirements are met).

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26.  New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period).  Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Full-time hourly associates receive