Diversified Sourcing Solutions is hiring: Card Support Specialist in Austin

Card Support Specialist

Potential start date: TBD (around Aug 14th)
Location – Onsite in North Austin
Salary = $16/hr Potential temp to hire
Need financial support experience (recommended)
Schedule – Mon-Sat 9am-6pm CST to start.

Overview:
When customers have an issue with their card, these agents will support and resolve their
issues.
Inbound calls /chat/email

Responsibilities include but are not limited to:
SME that understands the customer and agent experience intimately
Provides real-time Specialist support as needed
Reviews interactions with the lens of completely solving the customer’s issue
Investigate complex customer facing challenges and provide timely resolutions
Manage, monitor and respond timely and appropriately to complaints received directly
from call center staff
Build relationships and effectively communicate across teams to share information and
insights
Demonstrate effective analytical and communication skills while gathering and providing
information to customers, and formulating decisions
Direct customer de-escalation
Tactically this looks like
Assisting agents with live help via a communication tool
Making outbound calls to customers
Testing upcoming system changes and providing feedback
Supporting Executive escalations
Processing customer requests via email or other ticketing systems
Taking ownership of the most challenging cases and finding complete resolution for the
Customer
Skills
Deep SME that does not stop at the first answer
Moves quickly to resolve the customers issue and provides feedback later
Seeks out solutions and offers insights to challenging contacts
Knows when to ask for help
Follows direction well
Strong de-escalation skills
Outstanding verbal and written communication skills
Ability to understand complex process connectivity
Demonstrating the 4 H’s; Humble, Honest, Hungry, and Hustle
Proven de-escalation techniques and abilities

Positive attitude and willingness to work with teammates on accomplishing tasks and
responsibilities on an ongoing basis
Ability to work independently with minimal supervision while knowing when to escalate
issues.