Call Center Representative

Customer Service Specialist II Location : Jacksonville, FL (Onsite) Employment Type : Full-time, Contract Pay Rate : $21.00 – $22.00 per hour Start Date : November 17, 2025 Duration : 12 months (with potential for conversion) Shift : 8-hour shift | Monday–Saturday (one weekday off; Saturday required, Sunday off) Training : 2–4 weeks (100% attendance required) | Monday–Friday, 9 : 00 AM – 6 : 00 PM Regular Hours : 10 : 00 AM – 8 : 00 PM (Shifts may vary between 10 : 00–7 : 00 or 11 : 00–8 : 00 PM) Position Overview The Customer Service Specialist II plays a key role in ensuring outstanding customer experiences within Contact Center.

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This position handles inbound customer calls, provides accurate and efficient responses to inquiries, and supports opportunities for customer engagement and relationship growth.

Working under moderate supervision, the specialist will help strengthen client relationships and contribute to service excellence.

Key Responsibilities Deliver exceptional customer service and ensure service levels are met and exceeded.

Respond to a high volume of inbound calls related to general inquiries, product information, and account questions.

Follow pre-determined scripts and guidance tools to ensure consistent and compliant customer communication.

Escalate or redirect customer issues to the appropriate internal departments as needed.

Accurately document all customer interactions, feedback, and complaints.

Identify and promote financial products and services to existing and potential customers.

Contribute to cross-selling and upselling efforts through effective customer profiling techniques.

Develop and maintain in-depth knowledge of offerings, policies, and systems.

A Day in the Life You’ll handle approximately 25+ customer calls per day, resolving inquiries, addressing service issues, and occasionally making outbound follow-up calls.

Daily huddles and team meetings provide opportunities for collaboration, updates, and continuous learning.

Top Priorities in the First Few Months Master the company’s training materials and customer service processes.

Deliver consistently excellent customer service.

Stay engaged, ask questions, and continuously improve product and system knowledge.

Top 3 Must-Haves Strong customer service and interpersonal skills.

Experience in the financial or banking industry.

Prior contact center or call center experience.

Nice-to-Haves Customer service or call center background within banking or deposits.

Consultative or sales experience.

Strong multitasking and CRM navigation skills.

Preferred Skills & Experience Experience in Banking or Deposit Operations.

Proficiency in Contact Center Operations, CRM tools, and dual-screen navigation.

Strong communication, typing, and multitasking abilities.

Ability to follow scripts and manage a structured call flow.

Aptitude for resolving customer issues effectively and professionally.

Physical Requirements Sedentary work (primarily desk-based and phone-related).

Additional Details Onsite only : Candidates must be located within 10 miles of Jacksonville, FL.

About Interactive Resources (iR) Interactive Resources was built on the belief that people matter most.

Since 2006, we’ve connected talented professionals with meaningful roles across industries nationwide.

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