Customer Service Associate Specialist-II

$39,998 - $65,187/Yr

FIS - Owings Mills, MD

Full-time - Entry Level

Owings Mills, MD

Professional, Scientific, and Technical Services

About the position

As a Customer Service Associate Specialist-II at FIS, you will play a crucial role in assisting the supervisor with the management of call center employees. This position involves providing guidance to less experienced personnel, monitoring service levels, and acting as an escalation point for customer issues. You will also be responsible for evaluating call quality, providing feedback, and ensuring that new representatives are properly set up with the necessary tools and systems.

Responsibilities

• Oversee a team of Customer Service Representatives handling inquiries and problems.
• Monitor operations to ensure adherence to service level standards and company policies.
• Act as an escalation point for resolving customer issues.
• Evaluate the quality of representatives' calls and provide feedback.
• Provide input for performance appraisals.
• Coach and mentor less experienced call center personnel.
• Take calls in the queue as needed.
• Ensure new representatives are set up with appropriate software and systems.
• Recommend streamlining opportunities and process improvements.
• Communicate with clients, vendors, and other departments to ensure quality service delivery.

Requirements

• High school diploma or GED.
• Knowledge of the company's products, services, and business operations.
• Excellent customer service skills that build high levels of customer satisfaction.
• Excellent verbal and written communication skills.
• Computer navigation and operation skills.
• Effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.

Benefits

• Flexible and creative work environment.
• Diverse and collaborative atmosphere.
• Professional and personal development resources.
• Opportunities to volunteer and support charities.
• Competitive salary and benefits.