Job Title: Call Center Representative

Department: Customer Support

Reports To: Customer Support Manager

FLSA Status: Non-exempt, hourly

Salary Grade: 12 ($21.00/hr. - $22.30/hr.) DOE

Revision Date: 11/2019

The position of Call Center Representative involves answering and directing incoming phone calls and providing quality customer service to callers. A successful individual in this position will thrive in a dynamic environment, values being part of a team, and has a desire to work at a local business dedicated to meeting the financial needs of its customers, validating the investment of its shareholders, and investing its time, money, and expertise to support worthy causes throughout Lake and Mendocino Counties.

Call Center Representatives will answer a variety of questions, provide services, facilitate call transfers, and are expected to be knowledgeable about Bank products and services. The ideal candidate in the Call Center Representative position is performance driven, displays strong interpersonal skills, and is highly motivated to contribute to a positive customer experience. SBMC’s team is made of up dedicated individuals seeking to fulfill the Bank’s vision of Investing in the future as your local independent bank, committed to the prosperity of our communities, employees and shareholders.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma or General Education Degree (GED)
• Six months of customer service experience, including assisting customers by phone
• Previous experience with Windows-based computers
• Previous experience with Microsoft Office Suite

• Bilingual skills
• Intermediate to advanced keyboarding skills

• Organized
• Effective Time Management
• Communication
  • Effective oral and written communication with customers and Bank employees
• Initiative
  • Make and act upon decisions within scope of authority and seeks approval when necessary
• Provides superior customer service to wide variety of individuals
• Reliable to report to work on time with minimal absences

• Competitive, market-based pay
• Comprehensive insurance benefits package including medical, dental, vision and more
• 401(k) plan with maximum 6% employer match
• Profit Sharing plan
• Generous paid time off plans
• Employee Health and Wellness program
• Community volunteer opportunities
• Career development and training opportunities

Savings Bank of Mendocino County is an Equal Opportunity Employer and employment selections are based on merit, qualifications and abilities. Savings Bank of Mendocino County will consider all qualified applicants for employment and does not discriminate in employment opportunities or practices on the basis of: age, race, religion, color, sex, national origin, sexual orientation, gender identity, protected veteran, disability, or any other status protected by law.

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is set in a quiet, office environment. The position is generally regarded as light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects, including the human body. While performing the duties of this job, the employee may be required to alternately stand, walk, sit, reach with arms, talk or hear and use hands to write, type, and handle or feel objects, tools or controls. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Some driving may be required.

Employee must possess the ability to read, write, perform basic math functions, understand basic communication and instructions, carry out instructions, complete basic problem-solving and analyzing of information, and make independent decisions within scope of responsibility.

A post-offer physical is not required for this position.