Customer support associate job description

Schedule - We are looking for someone who can work a set part time schedule for opening and/or closing shifts. Opening shifts start at 6:00am with a flexible end time. Closing shifts end at 6:00pm with a flexible start time. This position will also have to work on Saturday ever 4 weeks from 8:00am-12:00pm.

JOB SUMMARY

Contributes to growth, profitability, and productivity of the bank by effectively providing service on wide range of banking services via telephone and/or internet. Assists in development of customer relationships, including account service and sales.

KEY JOB RESPONSIBILITIES

The following are essential job responsibilities:

1. Answers incoming calls via the Call Center. Provides guidance directly to customer, or determines most appropriate bank contact which to forward the inquiry.
2. Provides excellent service to customers and co-workers by phone including actively promoting and selling additional bank products and services.
3. Assists customers with online and mobile banking, debit and credit cards, account inquiries and transfers and various other financial service aspects.
4. Assists internal customers with various network and software password resets and functionality.
5. Maintains positive attitude while promoting products, services, and functions in fast-paced, multi-faceted environment.
6. Actively engages in self-development through participation in meetings, committees, computer-based training, reading periodicals, maintaining product knowledge, etc.
7. Maintains and orders department supplies and equipment.

The following job responsibilities may be reassigned:

• Other related duties as assigned or requested.

Knowledge/Skills/Abilities :

• PC, phone system, general office equipment
• Ability to maintain strict confidentiality
• Ability to recognize sales opportunities and effectively offer solutions to customers
• Must work both independently and be a team player
• Ability to sit for prolonged periods on the phone and concentrate visually on a PC
• Position requires judgment, tact and on-the-spot decision making

Communication:

Effective verbal and written communication skills and strong interpersonal skills.

Representation :

Ability to represent the bank in a professional and positive manner.

Compliance :

Uphold the bank’s philosophy and policies by maintaining appropriate controls to ensure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of the bank.

Attendance :

Ability to maintain regular and reliable attendance.

Diversity Mindset:

Ability to understand the value of diversity within the workplace and to work successfully with others without regard to age, gender, race, sexual orientation, ethnicity, culture, religion, disability status, socioeconomic status or other non-job-related classification. A commitment to the bank's policies on equal employment opportunities and non-discrimination with a willingness to pursue efforts of inclusion and respect toward different perspectives.

Education Required/ Preferred :

High School diploma or equivalent

Experience Required/ Preferred :

Understanding of banking and related products and services typically acquired through 1-3 years of experience in a bank customer service role

PHYSICAL DEMANDS

In compliance with the ADA, performance of this job requires certain physical demands. These demands are as follows but not limited to the ability to sit, stand and walk often throughout the day, constantly be able to operate with their hands and arms, occasionally ascend/descend flights of stairs, position themselves frequently throughout the day, communicate with other employees, able to examine their work and regularly lift and/or move up to 10 pounds while occasionally lift and/or move up to 25 pounds. These physical demands must be met by an employee to be successful and perform at full potential but reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• 3-5 years’ experience in Customer Service and Sales position (experience processing sales orders desired).
• Associates degree in Business (preferred).
• Experience using MRP/ER System (JD Edwards preferred)
• Advanced PC skills in Excel required.
• Proven ability to identify and lead process improvements
• Excellent communication and customer service skills. (Internal and External)
• Demonstrate high level of initiative to identify and solve problems.
• Ability to work under pressure in a fast-paced environment.
• Ability to calmly and respectfully work with a variety of people and personalities. Highly organized with the ability to effectively meet goals and deadlines for multiple and concurrent assignments/projects.
• Ability to maintain a high level of accuracy and attention to detail.

What we can offer:

• Compensation: $20- $23/hour depending on experience
• Strong internal support to help promote personal growth and goals.
• Opportunity to directly impact long term organizational performance and growth.
• Daily opportunity to influence “how the work gets done” and business performance.

Atlas Pacific Engineering is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Atlas Pacific Engineering is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action.

At MainStreet, we're problem solvers.

Our products aim to do one thing: save startup founders and small business owners time, money, and peace of mind. We started by demystifying complicated tax credits, saving over $100M - and countless hours of tax code research 🥱- for founders in nearly every industry. Then, we introduced MainStreet Procurement, simplifying expense management and contract negotiation for teams without the means to do it themselves, as well as our treasury management product that helps customers earn better yields on their cash reserves. Since our sort-of viral beginnings in 2019, we've raised a $60M Series A (more on that later), launched three product lines (with more in the works), and grew from 3 employees to 160+.

We owe our success to the strength of our team. Before joining MainStreet, we helped build companies like Intuit, PayPal, Google, Apple, Coinbase, Gusto, LinkedIn, Slack, and more. We're 100% remote, spanning across 30+ states and Canada. We're fellow founders, engineers, accountants, designers, dog (and cat) lovers, adventurers, coders, and parents. We move fast. We think big. We don't take ourselves too seriously. And we'd love for you to join us.

The opportunity

MainStreet is looking for a Customer Support Associate to support our customers throughout their journey with MainStreet. You'll be instrumental in customer retention by addressing customer concerns and product issues swiftly and effectively, and by communicating learnings across departments. You will report directly to our Manager of Customer Support.
What you'll do Provide world-class customer support through a deep understanding of MainStreet's customers and our expanding product features Quickly resolve customer inquiries via support system, email, live chat, or phone while showing patience, empathy, and professionalism Diligently process and organize information from customer calls and emails into our CRMEscalate certain cases when necessary, ensuring critical customer concerns are addressed swiftly and with exceptional care Uses knowledge of MainStreet products, services, and processes to answer inquiries or to escalate to internal teams if necessary Perform outstanding customer service while maintaining confidential information
What we're looking for1+ years of experience in a customer support role, ideally in a B2B or B2C environmentA customer-first mindset, demonstrating empathy and delivering exceptional customer experiences across the customer journey Proficiency with computer skills and CRM experience preferred (Bonus if you've worked in Salesforce) Excellent communication skills and etiquette across email and phone Excellent attention to detail, alongside the ability & willingness to work quickly
CompensationHourly rate for this position is $19.50-$31/hour and is based upon years of experience that are commensurate with the level of the position in addition to location Bonus that is commensurate with the level of the position Robust equity program with significant upside potential Benefits include medical, dental, vision, disability, life, 401k plus additional perks to make your work-from-home life better
About MainStreet

MainStreet takes a holistic approach to small business management so you can grow smarter, not harder. We plug into your accounting and payroll systems to check for savings opportunities in unlikely places. From complex government tax credits to exclusive discounts on the tools you use every day, we save you thousands of dollars, hundreds of hours, and countless headaches.

Throughout the year, you'll track expenses and savings through your MainStreet dashboard and tag us in on big purchases and contract negotiations. Come tax season, we'll do the paperwork and even let your CPA take all the credit. Consider us your silent partner-in-savings, your financial secret weapon, your smart (not a) bank - whatever you want to call us. We've got your back so you can get back to building your business. ✨

Our $60M Series A
We've raised over $60M from an incredible community of partners, operators, and founders, including SignalFire (who led our Series A), Ryan Hoover (Product Hunt founder), Ashton Kutcher's Sound Ventures, Des Traynor (Intercom co-founder), Gradient Ventures (a Google Venture Fund), Ron Conway's fund SV Angel, Shrug Capital, and Tusk Ventures.

How we think about diversity

We try to make sure the diversity of our customers is reflected in the team that serves them. Because when we include people of all races, genders, sexual orientations, ages, and identities - we end up building a better experience for everyone who uses MainStreet.

We know we need to be intentional in our hiring practices in order to overcome systemic biases we may be blind to. So, if your lived experience has given you a unique perspective on business, startups, or any other aspect of our business - even if you don't meet all the requirements - please still apply and let us know so we can make sure your application gets the attention it deserves.