Job Details

Floor Supervisors

• 6M-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• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.