Customer Service Representative Ii
hace 6 meses
**Description**:
**Summary of This Role**:
**What Part Will You Play?**:
- 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 Global Payments quality certification programs.
**What Are We Looking For in This Role?**:
**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; Global Payments systems end user experience
**What Are Our Desired Skills and Capabilities?**:
- 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.
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