Customer Service Representative (1st Shift) - Full-time

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 and 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 escalate 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.

Educational Requirements:

A high school diploma or GED is required for this role.

General knowledge, skills and 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

Entry level role. Basic skills with moderate level of proficiency. Generally performs a high volume of basic customer service inquires about FIS' products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires six months or more of experience in a call center or customer service-related position in a service industry. One or more years of financial services experience is preferable.