Customer Service Representative

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 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, Disability Insurance.

Minimum Qualifications:

• Customer Service Experience
• Call Center experience
• Shift: Primarily 2nd Shift - The schedules will be between 1:00 PM and 10:45 PM.
• The training will last 4 weeks. The training class will be from 3 to 11:45

Job Summary:

• Provides customer support to consumers via the telephone and/or Internet (e.g. instant message, email).
• Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment.
• For product or service-related issues, will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested.

General

Duties & Responsibilities:

• 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 tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve the problem in a reasonable amount of time, will elevate 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.
• Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.

Educational Requirements:

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

General Knowledge, Skills & Abilities:

• 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.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.

To know more on this position or to schedule an interview please contact;