Capitol Federal Savings Bank
Lead Customer Service Representative - Call Center (Sales)
Role
Receive incoming customer calls and determine the product, service or resources the caller requires or could benefit from. Create a positive interaction with customers by providing direct support services or connecting the customer with the appropriate department to provide the specific assistance needed. Competent in service recovery and deescalating upset customers. Ability to discern and trouble shoot customer concerns with the ability to develop a proficiency in a wide range of systems. The Lead Customer Service Representative will assist with training for the department and guide and support Customer Service Representatives with questions and/or difficult situations. The Lead Customer Service Representative work schedule may vary from time to time to ensure adequate supervisory coverage of the Customer Service Center and work in the capacity of the manager on an occasional basis due to time off or other scheduling needs.
This is a full-time position working 40 hours per week. Flexibility is required to work as needed to ensure adequate staffing to meet customer needs. The call center is open Monday through Friday from 7am- 9pm and Sunday noon to 5pm.
Availability Needed: Monday through Friday from noon to 9:00 PM.
Essential Duties & Responsibilities
Requirements
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
Working Conditions
Regular in-office attendance required.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Acknowledgement
Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.
Capitol Federal Savings Bank is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Call Center