Vantiv Senior Customer Service Specialist in Texas
Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Takes initial customer calls and answers general questions regarding company products and services.
ESSENTIAL DUTIES AND RESPONSIBILITES:
Refers callers to appropriate resources including inbound sales, billing, technical support, etc.
Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc.
May determine caller eligibility for technical support and transfers calls to technical support queues. Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation.
Documents customer concerns and forwards complaint trends to appropriate departments.
Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
Normally receives little instruction on daily work, general instructions on newly introduced assignments.
MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Typically requires a minimum of 2 - 4 years of related experience
English/Spanish Bi-Lingual skills are highly preferred