Customer Service Rep II
Company Name:
TSYS
Summary
Receives and responds, via telephone, various customer service requests, inquiries, and problems. May respond by referring merchant customer to published materials and/or senior staff. Maintains accurate and complete records of all inquiries and problems handled. Operates a personal computer, mainframe, software packages and front-end programs related to the client.
Responsibilities
Under moderate supervision, provides the highest level of customer service to merchant customers in a timely manner while maintaining the integrity of the client. Has the ability to handle calls that are moderately complex; refers only the most complex issues to senior staff. Develops a thorough understanding of systems and products. Primary function is to assist merchant customers with account requests, inquiries, and problems such as: account balances, fund availability, fund transfers, stop payment orders, account closings, authorizations, name and address updates, and other general account activity. Calls requiring additional assistance are directed to the appropriate area. (i.e. Chargeback and Account Research). Maintains and/or exceeds acceptable levels of productivity, quality and adherence standards determined by the Call Center. Attends on-going training sessions to maintain the highest level of understanding of client's policies and procedures. May provide assistance to CSRs with any questions and/or escalated calls. May assist with various team duties, such as: orienting, monitoring, coaching and tracking adherence standards.
Education/Experience
High School diploma or equivalent and 2 or more years related work experience. Appropriate TSYS experience is preferred.
Behaviors
Teamwork
Cooperates in a team environment
Demonstrates initiative
Assists in the training of CSRs
Adaptability
Portrays a positive attitude
Flexible; adjusts to change
Accepts supervision/guidance
Complies with Company and Client standards/policies/procedures
Displays professionalism in both conduct and dress
Communications
Asks for help/seeks advice
Listens well/utilizes information
Shares/contributes ideas and information
Quality minded
Skills and Competencies
Good oral and written communication skills
Good PC skills
Email System
Pega Systems / TS Eclipse
Telephone system
Mainframe applications as required for the individual position
Develops thorough knowledge of TMS
Good customer service skills
Good research skills
Good problem resolution skills
Thorough industry knowledge
Organization
Attention to detail and follow through
Manages time productively
Multitask oriented
Working Conditions
Normal call center 24/7/365
May be required to work overtime
Decision Making
Demonstrates strong problem solving skills
Accepts responsibility
Practices confidentiality
Recognizes and assesses problems
Job: Contact Center
Organization: TSYS Merchant Solutions, LLC
Title: Customer Service Rep II
Location: Nebraska-Omaha
Requisition ID: 92308 Estimated Salary: $20 to $28 per hour based on qualifications.
TSYS
Summary
Receives and responds, via telephone, various customer service requests, inquiries, and problems. May respond by referring merchant customer to published materials and/or senior staff. Maintains accurate and complete records of all inquiries and problems handled. Operates a personal computer, mainframe, software packages and front-end programs related to the client.
Responsibilities
Under moderate supervision, provides the highest level of customer service to merchant customers in a timely manner while maintaining the integrity of the client. Has the ability to handle calls that are moderately complex; refers only the most complex issues to senior staff. Develops a thorough understanding of systems and products. Primary function is to assist merchant customers with account requests, inquiries, and problems such as: account balances, fund availability, fund transfers, stop payment orders, account closings, authorizations, name and address updates, and other general account activity. Calls requiring additional assistance are directed to the appropriate area. (i.e. Chargeback and Account Research). Maintains and/or exceeds acceptable levels of productivity, quality and adherence standards determined by the Call Center. Attends on-going training sessions to maintain the highest level of understanding of client's policies and procedures. May provide assistance to CSRs with any questions and/or escalated calls. May assist with various team duties, such as: orienting, monitoring, coaching and tracking adherence standards.
Education/Experience
High School diploma or equivalent and 2 or more years related work experience. Appropriate TSYS experience is preferred.
Behaviors
Teamwork
Cooperates in a team environment
Demonstrates initiative
Assists in the training of CSRs
Adaptability
Portrays a positive attitude
Flexible; adjusts to change
Accepts supervision/guidance
Complies with Company and Client standards/policies/procedures
Displays professionalism in both conduct and dress
Communications
Asks for help/seeks advice
Listens well/utilizes information
Shares/contributes ideas and information
Quality minded
Skills and Competencies
Good oral and written communication skills
Good PC skills
Email System
Pega Systems / TS Eclipse
Telephone system
Mainframe applications as required for the individual position
Develops thorough knowledge of TMS
Good customer service skills
Good research skills
Good problem resolution skills
Thorough industry knowledge
Organization
Attention to detail and follow through
Manages time productively
Multitask oriented
Working Conditions
Normal call center 24/7/365
May be required to work overtime
Decision Making
Demonstrates strong problem solving skills
Accepts responsibility
Practices confidentiality
Recognizes and assesses problems
Job: Contact Center
Organization: TSYS Merchant Solutions, LLC
Title: Customer Service Rep II
Location: Nebraska-Omaha
Requisition ID: 92308 Estimated Salary: $20 to $28 per hour based on qualifications.
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