Inp - Customer Service Associate Ii-consumer
6 months ago
Company Description
Jobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or hard of hearding, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. If you identify with any of the following communities do not hesitate to register.
Company Name: FIS Global
**Job Description**:
**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
General Equivalency Diploma
**Travel Percentage**:
0%
**General Duties and Responsibilities**:
- Act as the main point of contact for customer inquiries.
- Escalate technical product-related issues to the appropriate department.
- Resolve a targeted percentage of customer inquiries.
- Troubleshoot customer problems and identify the root cause.
- Utilize tools and resources to find solutions for customer problems.
- Escalate complex issues to the appropriate resource.
- Track and document customer support requests.
- Update customer information accurately.
- Meet job standards such as quality, adherence to schedule, and average handle time.
- Provide guidance and mentorship to less experienced team members.
- Perform other related duties as needed.
**Education Requirements**:
High school diploma or GED
**General Knowledge, Skills, and Abilities**:
- Understanding of the company's products, services, and operations to resolve customer inquiries
- Excellent customer service skills to ensure high levels of customer satisfaction
- Strong verbal and written communication skills
- Proficiency in computer navigation and operation
- Effective people skills and sensitivity when interacting with others
- Ability to work independently and as part of a team
**FIS Job Level Description**:
- Developing support role with moderate skills and high proficiency
- Responds to a high volume of inquiries about the company's products and services
- Can deviate from standard scripts and procedures as needed
- Handles upset customers and resolves negative situations in a positive manner
- May provide coaching and information sharing to less experienced professionals
- Works under supervision with limited room for independent judgment
- Possibility of consulting senior peers and team leads for learning purposes
- Requires at least two years of experience in a call center or customer service-related role in a service industry
- One or more years of financial services experience preferred
**Privacy Statement**:
FIS is committed to protecting your personal information. For details on how we handle personal information, please refer to our Online Privacy Notice.
**Sourcing Model**:
We primarily hire directly and do not accept resumes from recruitment agencies that are not on our preferred supplier list. We are not responsible for any fees related to resumes submitted by unauthorized agencies.
**#pridepass
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