Customer Service Rep II-Technical
Company Name:
TSYS
Summary
Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.
Job Requirements
Begins to work off a phone queue to resolve a variety of payment and account related requests and inquiries (card activation, account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of 2 or more assigned clients and are capable of working in various other call centers and clients. Provide more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enter required data into client provided systems and databases. Determine most reasons for customer issues using a client provided decision tree and escalate or refer unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution.
Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve card holder inquiries. Is certified under TSYS quality certification programs.
Minimum Qualifications
High School Diploma or Equivalent - Typically Minimum 2 Years Relevant Exp - Phone customer service experience
Preferred Qualifications
Typically Minimum 2 Years Relevant Exp - On phone customer service experience; TSYS systems end user experience
Role Expectations
SKILLS / KNOWLEDGE - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
JOB COMPLEXITY - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
SUPERVISION - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
Job: Managed Services (Call Center)
Organization: TSYS Merchant Solutions, LLC
Title: Customer Service Rep II-Technical
Location: Nebraska-Omaha
Requisition ID: 92608 Estimated Salary: $20 to $28 per hour based on qualifications.
TSYS
Summary
Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.
Job Requirements
Begins to work off a phone queue to resolve a variety of payment and account related requests and inquiries (card activation, account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of 2 or more assigned clients and are capable of working in various other call centers and clients. Provide more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enter required data into client provided systems and databases. Determine most reasons for customer issues using a client provided decision tree and escalate or refer unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution.
Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve card holder inquiries. Is certified under TSYS quality certification programs.
Minimum Qualifications
High School Diploma or Equivalent - Typically Minimum 2 Years Relevant Exp - Phone customer service experience
Preferred Qualifications
Typically Minimum 2 Years Relevant Exp - On phone customer service experience; TSYS systems end user experience
Role Expectations
SKILLS / KNOWLEDGE - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
JOB COMPLEXITY - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
SUPERVISION - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
Job: Managed Services (Call Center)
Organization: TSYS Merchant Solutions, LLC
Title: Customer Service Rep II-Technical
Location: Nebraska-Omaha
Requisition ID: 92608 Estimated Salary: $20 to $28 per hour based on qualifications.
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