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Customer Service Representative

Company: Horizon Trust Company
Location: Las Vegas
Posted on: June 12, 2021

Job Description:

Job Description

About this Position

The Customer Service Representative is passionate about People, Quality, Innovation, and Customer Success. This role is outgoing and positive in all situations while also consistently reinforces the ability and importance of relationship building both with their team and external clients. They are expected to be proactive with seeking out areas of opportunities within the team and department, capitalizing on them by generating process solutions and formulating plans to document them and execute the training of knowledge to their teams. All of these qualities are expected to be done while promoting a happy and healthy work environment.

About Horizon Trust

Horizon Trust is an equal opportunity employer that promotes both a work-life balance and a vibrant work environment. In profession, we are a retirement custodian and administrator that specializes in self-directed IRAs with comprehensive trust and escrow services. Our day to day culture flows through every individual and is felt in each connection, whether it be internal or external. We pride ourselves in encouraging experiential learning through books, activities, exercises, and incentives to continuously better ourselves and create a world where fun and finance can come together.

About the Culture

Spirit of service: We are grateful to our clients and each other and strive to make a positive difference in our clients and coworkers lives.

Teamwork: We work together by sharing our skills, knowledge, and experience and supporting one another to meet the needs of our clients and help our Company win.

Quality: We provide exceptional products and outstanding service.

Ownership: We are personally accountable for delivering on our commitments promptly and accurately.

Innovation: We aim for innovation in all aspects of our business. Were extremely proud of what weve accomplished, but were still far from perfect.

About the Service

We are grateful and accountable to our clients and to each other. We respond promptly as we pull up and work as one to protect the financial assets of our clients and well-being of team members.

Day to Day Responsibilities

o Communicating courteously with customers by telephone, email, letter and face to face

o Plan and prioritize work tasks to ensure proper functioning of the department

o Oversee the achievement and maintenance of customer service levels and standards

o Analyzing calls, voice mails, texts, and tickets to determine the level of customer service we are providing

o Effectively manage call volume in real time

o Identify and deliver support, respect and responses to clients based on requests received

o Communicate with other departments to provide/receive feedback to guarantee proper communication and processing

o Communicating customer service events that may affect everyday operations with Manager

Be Prepared to

o Learn about products or services and keep up to date with industry changes to understand investment trends and seasonality

o Implement changes to phone system as needed

o This includes call pool weighting, adding or remove agents, setting up of office voicemail message, and contacting support when issues arise

o Handle complex and escalated customer service issues

o Troubleshoot and aid with employee system issues

o Facilitate and design soft and hard skill trainings to adapt to all learning styles for clients

Requirements

o Minimum of 2 years of financial industry or related industry experience preferred

o Minimum of 3 years of call center experience preferred

o Minimum of 5 years of Service experience

o Excellent communication and interpersonal skills at all levels in the organization

o Strong analytical skills coupled with the ability to think and act strategically

o Proficient Microsoft Office Excel, Word, Outlook

o Knowledge of TalkDesk preferred

o High level of IRA/Product knowledge

Company Expectations

o Uphold company culture and mission statement

o Exhibit exceptional customer service skills within company guidelines

o Possess a positive attitude, motivation and ability to learn

o Display strong work ethic relative to punctuality, discipline and a sense of responsibility

o Ability to work collaboratively, communicate effectively, and display commitment

o Have effective communication skills (listening, verbal, and written)

o Practice multicultural sensitivity and awareness

o Ability to take constructive feedback with adaptability and flexibility

o Exercise excellent planning and organizational skills

o Demonstrate critical thinking and decision-making abilities

o Capable of time and priority management

o Embrace conflict resolution and problem-solving skills

o Goal oriented with strategic goal and effect reasoning

Company Description

Horizon Trust is an equal opportunity employer that promotes both a work-life balance and a vibrant work environment. In profession, we are a retirement custodian and administrator that specializes in self-directed IRAs with comprehensive trust and escrow services. Our day-to-day culture flows through every individual and is felt in each connection, whether it be internal or external. We pride ourselves in encouraging experiential learning through books, activities, exercises, and incentives to continuously better ourselves and create a world where fun and finance can come together.

Keywords: Horizon Trust Company, Las Vegas , Customer Service Representative, Other , Las Vegas, Nevada

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