Floor Supervisors6M-1 years of customer service and/or contact center experience required. • Experience de-escalating situations with dissatisfied customers while demonstrating patience and empathy. • Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel • Experience with financial products and/or technology preferred. • Proven success working collaboratively in a fast-paced, highly visible, customer-centric environment • Courteous, with strong customer service orientation • Dependable, with proficient attention to detail • Must be goal-oriented • Manage all customer escalations and complaints to a high professional standard and in accordance with Green Dot terms and policies. • Receive inbound customer contacts and complete outbound contacts, including callbacks and responses, to maintain queues and meet service levels. • Demonstrate sound negotiation, problem-solving, and conflict-resolution skills by resolving issues within established authority and parameters whenever possible, while using sound judgment to determine when escalation is necessary. • Serve as the “voice of the customer” to Green Dot and proactively recommend solutions that address root causes of escalations and complaints by leveraging established contacts and processes. • Share information and knowledge with team members to help recognize and reduce recurring issues. • Capture all relevant customer contact information accurately and concisely within data capture systems and ensure records are properly maintained. • Follow escalation and complaint procedures to ensure customer issues are tracked and relevant parties are informed of actions taken to resolve them. • Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.
