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Customer Service Representative - Omni Channel

Company: Bridgestone Corporation
Location: Brook Park
Posted on: June 12, 2021

Job Description:

JOB DESCRIPTION Credit First National Association's (CFNA) Omni-channel Customer Service Representatives are the Bank's voice, ensuring that when customers reach out they receive the friendly, reliable service our brand depends on. As an Omni-channel Customer Service Representative, you will interact with both cardholders and merchants in a friendly, team-focused environment. You'll have the opportunity to diversify your service skill sets while always working to maintain a helpful and satisfactory experience for our cardholders. CFNA is a goal-driven organization, and our Omni-Channel Customer Service Representatives primarily handles the department's electronic correspondence queues (emails, social media, faxes and other correspondence) in addition to taking inbound calls while meeting performance objectives intended to support the team, our customers, and the Bank. Our Omni-channel Customer Service Representatives must also have a desire to improve the company and will also have the opportunity to support departmental projects or initiatives. We are a growing company and are committed to ensuring all of our teammates have opportunities to grow with us. We offer: Competitive wages starting at $18.50 No weekend or evening shifts past 7:30pm Work from home potential Onsite gym and caf COMPANY OVERVIEW Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We are proud to be recognized a Cleveland Top Workplace. The annual list published in The Plain Dealer, the major newspaper for the Cleveland metro area, is based solely on employee feedback. We are truly grateful for our teammates and their ability to foster an environment where our focus and dedication is to take care of each other, our customers, and our community.Credit First National Association is a private label credit card bank and the consumer credit division of Bridgestone Americas. The Bridgestone Americas family of enterprises, including CFNA, is comprised of more than 50 production facilities and 55K employees throughout the Americas. We provide the consumer credit solution for the Firestone Complete Auto Care, Tires Plus, and Wheel Works brands, in addition to customized retail credit services for more than 8,000 other tire and automotive retailers nationwide. At our office in Cleveland, OH, more than 300 professionals gather each day to run a successful private label credit card program. We invest in our community and strongly believe that meaningful commitment to a wide variety of philanthropic organizations builds a better world and a brand that makes us proud.

RESPONSIBILITIES

Essential Responsibilities:

  • Respond to and resolve customer inquiries received via electronic correspondence
  • Fax
  • Email
  • Social Media
  • Real time digital channels

  • Handle inbound calls prepared to answer cardholder questions regarding:
  • Statements
  • Promotional periods
  • Application of Payments
  • Taking payments
  • Explanation of Fees
  • CFNA.com assistance
  • Status on new applications
  • Account balances
  • Point-of-sale credit decisions on accounts flagged for manual review

  • Follow CFNA policies, procedures, and guidelines within a highly regulated environment
  • Embrace and understand metrics to ensure you can maintain company standards on: talk time, wrap time, first call resolution, availability time, and others as determined by our Performance Management Program
  • Ability to calmly defuse customer escalations

Additional Responsibilities:

  • Desire to gain CFNA cross-departmental, cross-functional knowledge
  • Perform other duties as assigned by the Department Director/Manager/Supervisor

QUALIFICATIONS

Required

  • High school diploma
  • Proven track record of professionalism and openness to coaching and feedback
  • Exceptional written and verbal communications skills.
  • Desire to collaborate with teammates to drive positive outcomes
  • Ability to identify, use, understand, and manage emotions in positive ways to relieve stress, communicate effectively, empathize with others, overcome challenges, and defuse conflict
  • Ability to handle fast-paced environment
  • Organized and detail-oriented with ability to complete work activities efficiently
  • Working knowledge of Microsoft Office

Preferred

  • Associate's degree
  • Previous customer service experience
  • Previous credit investigation experience
  • Working knowledge of IVR and ACD call center systems
  • Proven track record of positive results working on a customer service team, preferably in a contact center environment

Keywords: Bridgestone Corporation, Cleveland , Customer Service Representative - Omni Channel, Other , Brook Park, Ohio

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