Customer Service Associate

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions), Permanent Placement Services, and Vendor Management Programs.

Collabera recognizes the true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, and Disability Insurance.

Job Title: Customer Service Associate I (9071-1)

Location: 3500 5th St, Northport, AL - 35476

Duration: 3-6 months (Possible Extension)

Client: FIS

Shift: Primarily 2nd Shift - The schedules will be between 1:00 PM and 10:45 PM

Training: The training will last 4 weeks. The training class will be from 3 to 11:45 PM.

Shifts will be assigned following the completion of the onboarding process.

• Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of consumer inquiries of FIS products and services, and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems.
• When unable to resolve the problem in a reasonable amount of time, escalates to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.

Other responsibilities include meeting quality standards, adherence to schedule, and average handle time. May provide guidance and mentoring to less experienced Customer Service Associates.

A high school diploma or GED is required. An Associate or Bachelor’s degree is preferable, or the equivalent combination of education, training, and work experience.

• Knowledge of the company’s products, services, and business operations to enable resolution of customer inquiries.
• 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.

• Reliable Transportation
• Verify employment history
• Able to pass a drug test and criminal background check

If interested, please contact me via phone or email.

Kristie Schneider:
Technical Recruiter from Collabera