Customer Service Specialist
4 weeks ago
Growing Privately company is seeking a Customer Service Support Engineer-
Rotation schedule for on call-Must be available on Saturday if and when needed
The CSR Support Engineer role requires a skilled problem solver who is an enthusiastic individual who can listen to customer service issues and determine the best approach to resolve the issue promptly. Must possess a strong command of the companys customer service policies and be well-trained in product knowledge that can be critical for offering quick and accurate customer assistance. This role provides support for the ATM and Merchant Services businesses, including support of boarding, daily transaction processing, monthly settlement, customer inquiries, complaints, issues, cardholder disputes, etc.
Candidate and Job Summary:
The successful candidate will be well-organized, determined, and detail-oriented. They will possess strong follow-through capabilities, be dependable, and be able to handle rapidly changing priorities. It encompasses a variety of job duties and responsibilities, including:
Provide first contact for customers as a team member of the Customer Support Team.
Review and respond to all customer interactions by phone, email, messaging, etc.
Process assigned cardholder disputes to final resolution.
Carefully listen to or read customers questions and inquiries and provide timely answers or responses.
Customer questions or inquiries not resolved immediately require daily follow-up to keep the customer informed of progress on the question or inquiry.
Must always adhere to Switch Commerce, customer, and cardholder confidentiality.
Ensure all customer interactions are documented following the Customer Support Team tracking procedures (date, time of contacts, customer contact information, disposition of call, etc.)
Assist the team in maintaining current documentation and procedures by making updates and recommendations as they are identified.
Evaluate work in progress to determine what resolution options are available. Sometimes, a short-term solution (Triage) can be applied while the long-term solution is escalated as appropriate.
Provide escalation to Switch Commerce management if the customer requests require immediate attention and cannot be serviced in a reasonable timeframe.
Ensure tracking procedures are followed and that entry of tickets for IT/Development is tied to open actions. Follow-up on open IT/Development tickets to ensure the status is always known.
Provide after-hours phone support on a rotation basis with other team members.
Must comply with all networks, sponsor banks, federal laws, and state and local laws regarding ATM processing.
Skills and Qualifications
Must have strong communication skills to answer customers.
Must understand and communicate information effectively and professionally in writing, by phone, or in person.
Must apply active listening skills to effectively understand and resolve a customers inquiry.
Must be patient and polite, especially when interacting with difficult or irate customers (internally or externally).
Must have excellent written and verbal communication skills with the ability to communicate in technical and non-technical language.
Ability to determine solutions to a customers problem. By resolving issues effectively, specialists contribute to customer loyalty and retention.
Ability to create positive interactions with customers and members of the Switch Commerce team.
Demonstrated success with providing support and problem resolution with unfamiliar systems, software, and hardware and a passion for solving problems long-term.
Ability to work collaboratively with employees within the department and across functions.
Ability to deliver outstanding customer service and demonstrate professionalism while maintaining composure in stressful situations.
Ability to communicate and present ideas in user-friendly language to technical and non-technical clients and staff as needed.
Strong troubleshooting skills and ability to evaluate and manage changes, understanding their impact on systems, business, and users.
Ability to research a wide range of computing issues as required.
Must be detail-oriented with a strong work ethic focused on providing a positive customer experience.
In-depth knowledge of operational procedures and policies.
Ability to work without direct supervision and work productively in a team environment.
Works with and communicates effectively with internal and external clients and customers to meet their needs cooperatively.
Displays a high level of initiative, effort, and commitment towards completing assignments efficiently.
Maintain a high level of customer service.
EDUCATION AND QUALIFICATIONS
Minimum High school graduation.
Excellent communication skills, both written and oral.
Good organizational skills.
Demonstrated proficiency in Microsoft Office products.
Two years of customer service experience.
Working knowledge of ATMs (Automated Teller Machines) and ATM transaction processing a plus.
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