Customer Service Center Representative

    Bancsource Inc
    Springfield, MO 65804
    Full-time, Part-time
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    Job Description

    Job Description


    Summary: Our Customer Service Representatives are dynamic individuals that work in a fast-paced environment. Effective listening and clear communication are key in order to receive, and process client service requests, and updates along with inputting all information into service software templates. As a part of this team you will provide first level support to clients and Field Service Technicians seeking assistance with service tickets, lock access, part ordering and usage.


    Essential Duties and Responsibilities include the following, but not limited to:

    • Accept and processes emails/service requests/updates from clients or technicians via phone and/or email

    • Accurately document call information in database

    • Update customer with service status and call completion information

    • Solicit client/customer feedback to improve customer service

    • Troubleshoot a variety of service tickets to determine best resolution for issues and client requests

    • Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis

    • Assist Field Service Technicians with service tickets, lock access, or other various workload issues

    • Dispatch combinations/close seals for Cencon lock system and verifies safety of on-site technicians

    • Transfers/updates service call information to and from clients and technicians by phone, email and/or text messaging

    • Communicate essential information to co-workers and other departments

    · Coordinates with field service to provide timely updates to clients on open service calls

    · Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients

    • Stays current with emails, procedural updates, and call handling documentation


    Supervisory Responsibilities: this job has no supervisory responsibilities.


    Qualifications, Job Skills & Requirements

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    · Works well at multi-tasking in a fast-paced ever moving call center environment

    · Self-starter and self-motived individual that requires minimal supervision

    · Documents conversations and gathers data quickly and accurately

    · Above and beyond customer service in all situations

    · Critical thinking and quick decision making

    · Clear verbal and written communication and effective listening

    · Conflict resolution and problem solving

    · High standard of accuracy with attention to detail and thorough follow through

    · Meets productivity standards, quality metrics, and completes work in a timely manner

    · Maintains professional confidentiality and patience with customers and within the workplace

    · Ability to build, maintain, and contribute to a positive team workplace

    · Accurate typing, spelling, and grammar

    · Proficient in Microsoft applications: Windows, Word, Outlook, Excel

    · Dependable with attendance

    · Ability to work weekends and holidays, overtime may be required on an as needed basis

    · Schedule flexibility during Paid Time off may be required to cover shift variance


    Bancsource Perks & Benefits include:

    · Competitive Pay

    · Generous PTO Package, and Paid Holidays

    · Comprehensive Health, Dental, and Vision Insurance

    · HSA and FSA Health Care Accounts

    · 401k Savings Plan with Employer Match

    · Company Paid Life Insurance

    · Employee Assistance Program


    Company Description

    Bancsource is a nationwide maintenance service (technology) provider to over 1,200 banks and retailers. The key technology serviced includes ATM’s, Smart safes, ITM’s, teller cash recyclers, core connected technology, branch solutions, outsourcing, managed services, and other banking technology. The company is based in Springfield, Missouri, and has been operating for more than 40 years. Bancsource services all major OEM equipment for mission critical customer systems including ATM’s, smart safes, drive-up systems, vaults, and sorters. The company is the largest Master VAR ATM and branch automation reseller for Nautilus Hyosung in the U.S. market.

    Bancsource is an equal opportunity employer. The physical demands listed are representative of those that must be met by an employee to successfully perform the essential functions of the job. This position is of the Safety Sensitive nature and on a daily basis requires that the individual operate machinery and various hand tools, drive a company vehicle, and interact with customers on commercial premises. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms.
    Posting ID: 576704412Posted: 2020-10-31