Customer Service Associate Specialist-1
Company: Disability Solutions
Location: Owings Mills
Posted on: September 24, 2024
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Job Description:
Position Type : Full time Type Of Hire : Experienced (relevant
combo of work and education) Education Desired : General
Equivalency Diploma Travel Percentage : 0%Job DescriptionGENERAL
DUTIES & RESPONSIBILITIES--- Oversees a team of Customer Service
Representatives who handle customer service inquiries and
problems.--- Monitors operations to ensure adherence to service
level standards and company/department policies and procedures.---
Acts as an escalation point for resolving customer issues.---
Evaluates the quality of representatives' calls and provides
feedback on strengths and areas for improvement.--- Provides input
for performance appraisals.--- Provides coaching and mentoring to
less experienced call center personnel.--- Takes calls in the queue
as needed.--- Ensures new representatives are set up with
appropriate software and systems.--- Recommends streamlining
opportunities and process improvements.--- May communicate with
clients, vendors and other departments to ensure quality service
delivery and customer satisfaction.--- May be responsible for
training Customer Service Representatives.--- May serve as a backup
to the supervisor in their absence.--- Other related duties
assigned as needed.EDUCATION REQUIREMENTSHigh school diploma or
GEDGENERAL KNOWLEDGE, SKILLS & ABILITIES--- Knowledge of the
company's products, services and business operations to enable
resolution of customer inquiries--- Excellent customer service
skills that build high levels of customer satisfaction--- Excellent
verbal and written communication skills--- Computer navigation and
operation skills--- Demonstrates effective people skills and
sensitivities when dealing with others--- Ability to work both
independently and in a team environmentFIS JOB LEVEL
DESCRIPTIONSenior level role. Highly-skilled with extensive
proficiency. Responds to a high volume of inquiries about FIS's
products and services. Plays a lead role in customer escalations.
Questions and issues often deviate from standard scripts and
procedures. Handles situations which require adaptation of response
or extensive research. Requires advanced problem solving. Coaches
and shares information with professionals with less experience
and/or expertise. Works under general supervision with latitude for
independent judgment. Typically requires four or more years of
experience in a call center or customer service-related job in a
service industry with at least one year in a senior level job. One
or more years financial services experience is preferable.FIS is
committed to providing its employees with an exciting career
opportunity and competitive compensation. The pay range for this
full-time position is $19.23 - $31.34 and reflects the minimum and
maximum target for new hire salaries for this position based on the
posted role, level, and location. Within the range, actual
individual starting pay is determined additional factors, including
job-related skills, experience, and relevant education or training.
Any changes in work location will also impact actual individual
starting pay. Please consult with your recruiter about the specific
salary range for your preferred location during the hiring
process.Privacy StatementFIS is committed to protecting the privacy
and security of all personal information that we process in order
to provide services to our clients. For specific information on how
FIS protects personal information online, please see the .EEOC
StatementFIS is an equal opportunity employer. We evaluate
qualified applicants without regard to race, color, religion, sex,
sexual orientation, gender identity, marital status, genetic
information, national origin, disability, veteran status, and other
protected characteristics. The EEO is the Law poster is supplement
document For positions located in the US, the following conditions
apply. If you are made a conditional offer of employment, you will
be required to undergo a drug test. ADA Disclaimer: In developing
this job description care was taken to include all competencies
needed to successfully perform in this position. However, for
Americans with Disabilities Act (ADA) purposes, the essential
functions of the job may or may not have been described for
purposes of ADA reasonable accommodation. All reasonable
accommodation requests will be reviewed and evaluated on a
case-by-case basis.Sourcing ModelRecruitment at FIS works primarily
on a direct sourcing model; a relatively small portion of our
hiring is through recruitment agencies. FIS does not accept resumes
from recruitment agencies which are not on the preferred supplier
list and is not responsible for any related fees for resumes
submitted to job postings, our employees, or any other part of our
company.#pridepass
Keywords: Disability Solutions, Vineland , Customer Service Associate Specialist-1, Hospitality & Tourism , Owings Mills, New Jersey
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