The Customer Service Specialist II is responsible for handling questions, comments, and complaints regarding the company's products or services. Under supervision, this job is the first line of support to resolve routine customer issues. The Customer Service Specialist II is responsible for providing a positive customer experience and enhancing relationships between customers and the company.

**Key Responsibilities and Duties**

+ Answers inbound customer service calls, completes customer requests, and/or resolves customer issues.
+ ​Responds to a high volume of lower complexity requests (e.g., general product and pricing information, billing issues, requests to move money between accounts, etc.).
+ Provides responses to customer inquiries based on pre-determined scripts and other response guidance tools.
+ Refers customers to published materials, secondary sources, or more senior staff when necessary.
+ Documents customer feedback and complaints.

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