[Hiring] Customer Service Representative @Beyond Finance

Role Description

Our Customer Service Representative serves as the primary point of contact for clients enrolled in Beyond Finance’s financial hardship programs. They are Beyond’s caring voice to the client and guide them from enrollment through graduation. Our Customer Service Representative possesses a “second-to-none” work ethic and an upbeat, positive and passionate attitude about customer service.

By responding promptly to client requests, and possessing an acute awareness that allows them to anticipate the client’s needs and exceed expectations, our Client Success Department is critical to the success of helping maintain Beyond’s white glove service standard.

As a Customer Service Representative, you will complete a four week training program to become an expert in Beyond's financial hardship programs. After you successfully complete training, you will be responsible for providing superior customer service and a positive experience to our clients. The Client Success Specialist role is a remote position.

What You’ll Do

• Provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity.
• Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution.
• Exhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutions.
• Develop and maintain positive client relations and work collaboratively with other departments.
• Work independently and with a team to drive retention of clients through bolstering product knowledge.
• Operate, navigate, and troubleshoot a desktop computer to obtain and extract information.
• Apply various troubleshooting techniques to resolve complicated technical or configuration issues.
• Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures.
• Meet and exceed client centric performance expectations focused around quality of service and efficiency.
• Engage with feedback to leader and team to collaborate and streamline workflows.

Qualifications

• Minimum 1 year relevant call center experience (Required)
• Bilingual - Spanish (preferred / not required)
• Reliable, high speed internet connection with ethernet (Required)
• Strong computer technical skills with the ability to learn and navigate complex systems.
• Excellent communication skills (written, verbal, and listening).
• Strong interpersonal skills and can independently handle routine and complex client inquiries.
• Effective at time management, planning & organizing tasks.
• Ability to work from home in a distraction free environment.

Requirements

• You operate with understanding, active listening, patience, empathy and kindness to customers.
• Have a people-focused approach and solution mindset, you’re an effective problem solver.

Benefits

• Considerable employer contributions for health, dental, and vision programs.
• Generous PTO, paid holidays, and paid parental leave.
• 401(k) matching program.
• Merit advancement opportunities.
• Career development & training.
• Team spirit and culture fostering community, connection, and belonging.