Customer Service Representative

Columbia Bank • Federal Way, WA • 3h ago

About the Role:

The Customer Support Representative I (CSR I) is responsible for professionally managing incoming calls and written communications, ensuring customer inquiries are handled promptly, accurately, and in alignment with established guidelines. This role troubleshoots and resolves customer issues by analyzing information, coordinating with internal teams, and serving as an effective liaison between departments and external partners. The representative uses company systems and tools to perform tasks efficiently and support both customer needs and organizational objectives.

The CSR I maintains strong communication with management regarding any situations that could impact the company. This role is expected to build and sustain positive customer relationships while demonstrating strong work ethic, clear verbal and written communication skills, effective time management, and the ability to work well under pressure. Consistency, attention to detail, organization, flexibility, honesty, and teamwork are essential traits for success in this position.

Serve as the primary point of contact for customers, vendors, brokers, and internal teams, managing inbound calls and written communications professionally and efficiently

Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments and external partners

Provide support on lease-related inquiries including buyouts, invoicing, billing, taxes, contract changes, and payment history requests

Handle escalations and de-escalate complex customer situations while adhering to SLAs and company policies

Process account and document-related tasks such as contract adjustments, invoices, automatic payments, and lease assumptions

Prepare and distribute customer documentation and maintain accurate records in company systems

Utilize internal tools and systems to complete daily responsibilities with accuracy and efficiency

Maintain clear, detailed notes and documentation in customer databases

Collaborate cross-functionally to support customer needs and ensure seamless service delivery

Communicate effectively with leadership on issues that may impact customers or the business

Ensure confidentiality of all customer and company information

Follow all company policies, procedures, and regulatory requirements

Provide exceptional customer service and contribute positively to team culture and organizational goals

About You:

2+ years of customer service or call center experience in a high-volume, multi-channel environment

1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policies

Experience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plus

High school diploma or equivalent required

Strong verbal and written communication skills

Active listener with a customer-first mindset

Demonstrated empathy, patience, and professionalism in customer interactions

Strong problem-solving and critical thinking skills

Ability to de-escalate challenging situations confidently

Highly organized with strong attention to detail

Effective time management and ability to multitask in a fast-paced environment

Positive attitude with a strong sense of ownership and initiative

The pay range for this role is $18.00 to $26.00.

The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.

Primary Location: Ability to work fully onsite at posted location(s).

3455 South 344th Way Suite 300 Federal Way WA 98001

Our Benefits:

We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment to Diversity:

Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: careers@columbiabank.com .

To Staffing and Recruiting Agencies:

Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.

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