Charles Schwab Client Service & Support Help Desk Specialist in Westlake, Texas


Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616

Monica Cauley


Our Opportunity:

The CS&S Help Desk responds to escalated technical inquiries from external clients servicing clients over the phone. Our goal is to support the one call resolution, while still providing a means for further escalation if necessary. Additionally, we support identity theft and fraud prevention typically related to online access attempts via our electronic channels. We strive to execute the balance of being productive and efficient, while delivering exceptional client service.

What you’ll do:

As a Help Desk Specialist you will have the opportunity to:

  • Through phone based interactions you will gather information through effective probing and listening skills to provide viable solutions and/or alternatives in resolving escalated technical and identity theft client issues.

  • Quickly assimilate technical concepts and new technology using available tools and resources to troubleshoot and interpret data to solve client needs.

  • This position is highly focused on prompt and accurate responses and escalation resolution, while actively navigating internal departments to ensure seamless resolution for all client issues.

  • Ensure client requests are completed within required time frames that align to client satisfaction goals.

  • Recognize challenging conversations and leverage positive language to resolve client needs.

  • Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creatively to your role every day!

What you have:

  • 1 year or more of Financial Services industry experience preferred. Minimum of one year prior client service experience required.

  • Excellent knowledge of PC/Mac computing environments including operating systems, peripherals, & navigating through software

  • Excellent knowledge of the Internet, ISP’s and common browsers such as Internet Explorer, Chrome, Safari and Firefox and a high level understanding of Apple and Android based mobile devices

  • Demonstrates a technical aptitude by quickly assimilating technical concepts and new technology

  • Proven experience utilizing strong troubleshooting techniques, ideally in a Call Center environment

  • Experience working in a team environment, including sharing feedback and knowledge with peers

  • Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus

  • Excellent interpersonal skills, including strong verbal skills, proven listening skills and the ability to communicate in a clear, well organized manner over the telephone.

  • Adept at anticipating and adapting to changing job needs with exceptional results

  • Promotes and embraces positive client interactions, as well as personal, team, and company improvement.

  • Ability to work a flexible shift, which may include either working on a weekend or at night

What you’ll get:

  • Comprehensive Compensation and Benefits package.

  • Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts.

  • Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program.

  • Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions.

  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships.

  • Not just a job, but a career, with an opportunity to do the best work of your life.

Learn more about Life@Schwab at" .

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.

Job Specifications

Relocation Offered?: No

Work Schedule: Weekends, Any Shift, Evenings, Days

Languages: English - spoken

Current Licenses / Certifications: None

Relevant Work Experience: Financial Services-6+ yrs, Customer Service-6+ yrs, Customer Service-2-5 yrs, Customer Service-less than 2 yrs, Financial Services-less than 2 yrs, Financial Services-2-5 yrs

Position Located In: TX - Dallas, TX - Westlake

Education: BA/BS

Job Type: Full Time

Category:Customer Service/Client Service

Activation Date: Friday, July 28, 2017

Expiration Date: Monday, January 1, 2018

Apply Here