Customer Service Support Tech
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POST DATE 8/30/2016
END DATE 10/23/2016
Cincinnati - Central Ind.
JOB DESCRIPTIONAdecco is assisting a leading financial institution in locating customer service support techs in the Cincinnati area. These representatives assist customers in troubleshooting problems with currency processing solutions machines. They are looking for candidates who have call center experience and have availability to work second or third shift. You must have great computer skills and the ability to type at least 40 WPM. If you meet these qualifications please Apply Now!
GENERAL FUNCTION: Handles complex, technical Client telephone interactions (email, phone, etc.) providing outstanding Client service. Is knowledgeable on multiple CPS devices and working aspects of these devices. By using job knowledge and the information available, makes every effort to answer the Client's question/solve the problem. Educates the client on usage and proper handling of the devices.
ESSENTIAL DUTIES & RESPONSIBILITIES:
-Handles Client telephone interactions in a professional, courteous manner.
-Provides accurate information to the Client. Explains products and policies so the Client can understand.
-Provides high level complexity support for all CPS (Currency Processing Solutions) devices.
-Assumes ownership on every Client interaction to answer the Client's questions and solve the problem during the initial contact.
-When escalation is required to provide Client resolution, tech will accurately route the Clients issue to the appropriate department.
-Follows departmental policies and procedures, particularly in regards to Client confidentiality.
-Accurately enters or confirms Client information into database; initiates and/or completes proper request forms in assisting Clients.
-Handles a significant number of Client interactions within the call center environment.
-The interactions will be received via phone or email.
-Proactively monitor Device Connectivity and Performance then take appropriate corrective measures.
-Actively provide feedback on vendor performance and assist with vendor improvement.
-Continuously utilized computer systems for tracking, information gathering, and/or troubleshooting.
-All issues or requests are successfully tracked by creating a service request within the CRM application.
-Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals.
-Suggest improvements and changes to processes and policies to improve productivity or Client satisfaction.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
-High school education or equivalent.
-Minimum 2 years previous Client service or CPS Product knowledge required.
-Must be able to perform detailed & accurate data entry as well as have advanced computer skills.
-Knowledge of banking products and procedures required.
-Superior Client service skills and the ability to articulate and explain information clearly & concisely.
-Superior telephone communication and troubleshooting skills are required.
-Must be able and willing to learn about new devices, products and services in an expedient manner.
Second and third shift positions are currently available. Please apply now if you are interested in this customer service support tech opportunity!
Adecco provides one of the most comprehensive benefits package in the industry to contract workers. Benefits are available to you as a contractor after one week of employment.
Click on Apply Now to be considered for this Customer Service Representative position in the Cincinnati area or any related opportunities with Adecco.
Adecco is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.