Customer Care Advocate

4 weeks ago

Frisco, United States National Guard Employment Network Full time
Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

The Support Center Lead Agent drives the day-to-day workflow and problem-solving for a team of customer service representatives (CSR's) in the Support Center by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Create and maintain active-duty assignment list for all agents on assigned team.
  • Regularly check for broad system outages and - when found - coordinate with multiple other departments to investigate and resolve any issues.
  • Pull reports based on Incident Impact and delegate assignments to agents.
  • Monitor multiple emails distribution lists and ensure accurate and precise responses within Service Level Agreements.
  • Follow-up on open investigations to ensure smooth handling and accurate closure.
  • Monitor and participate in the team phone queue, balancing which agents are off the phone and personally taking calls as necessary.
  • Handle Escalated issues and calls.
  • Support other Support Center teams by offering leadership and escalation assistance as needed (Canada Retail, US Retail, CUFI, ATM As A Service).
  • Act as a liaison between Technical Support and other NCR Atleos personnel to help resolve escalated customer issues.
  • Communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer (internal and external) and management.
  • Process service tickets and maintain accurate customer records.
  • Assume special projects as required by management.

SYSTEMS INVOLVED
  • Microsoft Office
  • Excel Skills must be Intermediate or higher
  • ADP Self Service
  • Terminal Monitoring
  • ATM VPN system
  • CORE
  • Device Manager
  • Windows XP Operating Systems
  • Service Provider Portals


Additional Qualifications/Responsibilities

EDUCATION, EXPERIENCE, and/or REQUIREMENTS
  • Bachelors' degree preferred, High School diploma or equivalent required.
  • Previous customer service experience required (minimum 2 years).
  • Bilingual (Spanish, French), a plus.
  • Must have excellent communication skills, both written and oral.
  • Solid independent decision-making skills.
  • Must possess strong problem-solving skills
  • Excellent organizational and time management skills.
  • Working knowledge of Windows XP operating systems, proficiency in MS Outlook, Word and Excel.
  • Knowledge of database trouble ticket systems; experience with ATMMP system preferred.
  • Given the business need, ability to workdays, evenings, weekends, holidays and overtime on a fully flexible schedule.
  • Ability to type a minimum of 35 wpm.

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