Position: Customer Service Representative
Location: Green Bay, WI
How to Apply: Please submit your resume to email@example.com
Hours intended to work are, but not limited to are as follows: Monday – Friday, 11:00AM – 8:00PM, as well as a possible Saturday and Holiday rotation. These hours may change to accommodate schedule changes that may arise within the company.
- Answers calls and emails made to CSC.
- Opens Support Tickets for calls and emails.
- Tracks all calls received and communicates problem solutions and resolution to affected parties as appropriate.
- Follows-up with affected parties if applicable.
- Escalates and notifies management of business impacting problems.
- Performs 1st level problem resolution.
- Handles all customer dispute calls and directs them accordingly.
- Demonstrates sensitivity to the customer perspective.
- Performs task oriented duties as assigned.
- Develop an awareness and understanding of and adopt professional practices that incorporate the Mission, Vision and Diversity goals into day-to-day attitudes, practices, processes and activities.
- Identify and report processes, policies and internal/external service providers that are not meeting customer needs, expectations or quality standards.
- Identify and report to management singularly urgent or developing situations that may need department or corporate attention.
- Participate in the quality initiatives of the CSC.
- Able to analyze situations with careful attention to detail as it fits into the larger picture
- Strong problem-solving skills
- Able to effectively handle and manage tasks within specific time frames.
- Able to easily and positively adjust to changing priorities and department processes.
- Ability to effectively work with customers in a sensitive, flexible and yet professionally assertive (non-aggressive), proactive manner.
- Understands departmental and company policies and procedures, support processes.
- Follows oral and written instructions accurately.
- Effectively manages time and work flow to meet schedules.
- Accurate data entry and multiple communication systems for sales orders, financial changes, and other customer information or data.
- Submit workflow emails related to new contracts or changes.
- Process customer requests for changes, generating reports, and access to mobile applications.
Required Education and Experience:
- High School Diploma
- 5 years of customer service experience
- Customer Service Calls
- Verbal and written communication skills
- Basic understanding of the principles and concepts of the key technology, including, applications, ATM technology, ATM systems management/operations, and security.
- Knowledge of personal computers and related software.
- Knowledge of telecommunications and computer systems terminology.
- Knowledge of telephone systems and Voicemail.
- Knowledge of database systems.
Essential Job Functions:
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