Remote Call Center Customer Service $15/hour TS2 2/15

About the Customer Service Role:
• We are looking for agents to respond to customer inquiries via mainly telephone but may use email, SMS and Chat to provide problem resolution in accordance with the organization's service standards.
• Agents will Receive and/or place 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.
• Maintain detailed and current knowledge of the company's/assigned client's products and services.
• Ability and flexibility to work hours as assigned, we are a 24/7 Call Center.
• This is a position that requires all work shift availability, including days, nights and weekends.
• This position requires you to be on camera during training and other times as deemed necessary by your supervisor
• This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the discretion of Global Payments/ TSYS
What You’ll Do:
• Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of several assigned company clients.
• Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.
• Enters required data into client provided systems and databases. Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
• Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.
Typical Day of an Agent:
Agent will take call after call in a high volume fast pace call center. You will take on average 40-60 calls a day. You will be dealing with lots of different banks. Average talk time is 6-8 minutes. You will assist customers/ clients with Card activation, Payments, Balance Inquiry, Lost/ Stolen card, and etc. This is a pure customer service role.
What We Need From You:
• GREAT Communication skills
• Strong PC skills, able to move around computers and systems easily. Switching from screens to screens and systems
• Able to follow a script
• Able to deal with stressful situations and find a solution
• Eager to learn / quick learner / positive attitude
• Good skills - Customer service experience, research
• Multitasker - must be able to switch between different clients from one call to the next. Someone who can deal with 15-25 different sets of clients information, many moving parts
• Being able to solve issues
• Ability to work with little direct supervision
The position listed in this requisition is ineligible for the referral bonus award program.
This position is eligible to be considered for remote hiring # LI-Remote

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