Customer Service Representative
2 weeks ago
1. Promptly and professionally answer incoming phone calls and route calls to the appropriate individual.
2. Ability to answer customer inquiries that relate to basic ATM service issues, escalating when necessary.
3. Responsible for service order entry, including the opening of tickets and confirmation of tech times and work performed.
4. Responsible for dispatching technicians. This includes reviewing current logistics of each technician and routing them in the most efficient manner.
5. Assist field techs with obtaining combinations utilizing the Kaba Mas/Cencon system.
6. Responsible for reviewing all open service orders throughout the day and following up with appropriate field tech to assure all calls are responded to within established SLAs.
7. Assist with customer requested research, including duplicate statement requests and ATM disputes.
8. Responsible for updating Edge One data bases (currently “Tiger Paw; Terminal Tracking”).
9. Assist with documenting and updating policy and procedures. Responsible for assuring that all manuals have current version of existing SOPs.
10. Provide after hours support on an as-needed basis. This may include week nights and weekend coverage.
11. Recommend changes to policies, procedures and other items that would enhance the overall operation of the CSC. May assist with documentation of these changes.
12. May be asked to provide input/feedback for supervisors use during performance summary.
13. Assists and tracking work progress and reports results back to supervisor - both individual and team.
**Skills and Qualifications**:
- Previous Customer Service experience within a call center capacity or financial institution preferred but not required.
- Previous work experience in business administration/coordination preferred.
- Proficient use of Microsoft, preferably Office XP including Word and Excel.
- Ability to multi-task and prioritize daily tasks.
- Must be able to work in a rapidly changing environment.
- Confident communication skills and pleasant phone demeanor.
- High School Diploma or equivalent.
Pay: $20.00 per hour
Expected hours: 40 per week
**Benefits**:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Experience level:
- 1 year
- 2 years
Shift:
- 10 hour shift
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- In-person
- Office
Application Question(s):
- Are you willing in the office (Stoughton, WI) 4 days a week, 10 hours each day?
- What are you seeking in terms of compensation that you need for the role?
**Experience**:
- Call Center/Customer Service: 1 year (preferred)
Ability to Relocate:
- Stoughton, WI 53589: Relocate before starting work (required)
Work Location: In person
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