Edge One Inc
General Summary:
This position is responsible for customer service as it pertains to internal and external customer support. General duties include telephone support, opening and closing service orders, dispatching field technicians for both FLM and SLM concerns. Other duties include general office support with data entry and interoffice mail distribution.
Responsibilities and Duties Promptly and professionally answer incoming phone calls and route calls to the appropriate individual. Ability to answer customer inquiries that relate to basic ATM service issues, escalating when necessary. Responsible for service order entry, including the opening of tickets and confirmation of tech times and work performed. Responsible for dispatching FLM and SLM technicians. This includes reviewing current logistics of each technician and routing them in the most efficient manner. Assist field techs with obtaining combinations utilizing the Kaba Mas/Cencon system. Responsible for reviewing all open service orders throughout the day and following up with appropriate field tech to assure all calls are responded to within established SLAs. Assist with customer requested research, including duplicate statement requests and ATM disputes. Responsible for updating E1 data bases (currently "Tiger Paw; Terminal Tracking"). Assist with documenting and updating policy and procedures. Responsible for assuring that all manuals have current version of existing SOPs. Provide after hours support on an as-needed basis. This may include week nights and weekend coverage. Recommend changes to policies, procedures and other items that would enhance the overall operation of the CSC. May assist with documentation of these changes. May be asked to provide input/feedback for supervisors use during performance summary. Assists and tracking work progress and reports results back to supervisor - both individual and team. Skills and Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required to do so. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Previous Customer Service experience within a call center capacity or financial institution preferred but not required. Proficient use of Microsoft, preferably Office XP including Word and Excel. Ability to multi-task and prioritize daily tasks. Must be able to work in a rapidly changing environment. Confident communication skills and pleasant phone demeanor. Educations and Certifications:
High School Diploma or equivalent. Prefer previous work experience in a business administration, customer service or financial institution environment.
Language:
Fluent in English. Ability to read and comprehend simple instructions and procedures, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to outside contact, customers, communicate effectively with both internal and external customers. Outstanding phone skills/etiquette. Confident, clear phone voice.
Mathematical Skills:
Basic math skills including military time conversion.
Reasoning Ability:
Ability to apply common sense understanding to carry out instruction furnished in written or oral form.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment :
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, employees are not exposed to any unusual environmental discomfort or risks that require special safety precautions or protective equipment.
Noise level in the work environment is usually low.
Confidentiality Requirements:
This position requires the individual to have access to confidential records and information. To successfully perform this position, confidentiality of the information with which the individual has contact must be maintained.
This position is responsible for customer service as it pertains to internal and external customer support. General duties include telephone support, opening and closing service orders, dispatching field technicians for both FLM and SLM concerns. Other duties include general office support with data entry and interoffice mail distribution.
Responsibilities and Duties Promptly and professionally answer incoming phone calls and route calls to the appropriate individual. Ability to answer customer inquiries that relate to basic ATM service issues, escalating when necessary. Responsible for service order entry, including the opening of tickets and confirmation of tech times and work performed. Responsible for dispatching FLM and SLM technicians. This includes reviewing current logistics of each technician and routing them in the most efficient manner. Assist field techs with obtaining combinations utilizing the Kaba Mas/Cencon system. Responsible for reviewing all open service orders throughout the day and following up with appropriate field tech to assure all calls are responded to within established SLAs. Assist with customer requested research, including duplicate statement requests and ATM disputes. Responsible for updating E1 data bases (currently "Tiger Paw; Terminal Tracking"). Assist with documenting and updating policy and procedures. Responsible for assuring that all manuals have current version of existing SOPs. Provide after hours support on an as-needed basis. This may include week nights and weekend coverage. Recommend changes to policies, procedures and other items that would enhance the overall operation of the CSC. May assist with documentation of these changes. May be asked to provide input/feedback for supervisors use during performance summary. Assists and tracking work progress and reports results back to supervisor - both individual and team. Skills and Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required to do so. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Previous Customer Service experience within a call center capacity or financial institution preferred but not required. Proficient use of Microsoft, preferably Office XP including Word and Excel. Ability to multi-task and prioritize daily tasks. Must be able to work in a rapidly changing environment. Confident communication skills and pleasant phone demeanor. Educations and Certifications:
High School Diploma or equivalent. Prefer previous work experience in a business administration, customer service or financial institution environment.
Language:
Fluent in English. Ability to read and comprehend simple instructions and procedures, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to outside contact, customers, communicate effectively with both internal and external customers. Outstanding phone skills/etiquette. Confident, clear phone voice.
Mathematical Skills:
Basic math skills including military time conversion.
Reasoning Ability:
Ability to apply common sense understanding to carry out instruction furnished in written or oral form.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment :
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, employees are not exposed to any unusual environmental discomfort or risks that require special safety precautions or protective equipment.
Noise level in the work environment is usually low.
Confidentiality Requirements:
This position requires the individual to have access to confidential records and information. To successfully perform this position, confidentiality of the information with which the individual has contact must be maintained.