Customer Service Representative

Loomis•Houston, TX

20h

About The Position

This position is responsible for creating and monitoring service requests for issues received in the customer service Contact Center for ATM Dispatch, Customer Transaction Support, and SafePoint while providing professional, knowledgeable, helpful, and courteous service to Loomis’ internal and external clients. This position will report to the Contact Center Director. Duties include prioritizing daily tasks to minimize customer impact; answering incoming calls; timely and accurately responding to customer inquiries; following up with branches and vendors; data entry; multi-tasking; working with customers to gather data, facts; troubleshooting technical/network issues with end-users who are unfamiliar with networks; communicate efficiently and effectively, by phone and email; and the ability to work well within a team environment.

Requirements

Must have a High School diploma or GED equivalent.
Minimum of 1 year of experience in Banking, Retail, Sales, or another role involving direct customer service is preferred.
1 - 2 years of previous Call Center experience, preferred.
Banking experience or a similar field is a plus.
Proficient in Microsoft Office and general computer navigation knowledge
Experience with hardware/network troubleshooting preferred.
Must have: Flexible work schedule, which includes a rotating schedule (evenings, weekends, holidays).
Ability to handle multiple tasks at one time; work well in a team environment with minimal supervision
Strong interpersonal skills and respect for diversity
Attention to detail and time management, must be punctual and dependable
Excellent communication skills, written and oral

Nice To Haves

1 - 2 years of previous Call Center experience, preferred.
Banking experience or a similar field is a plus.
Experience with hardware/network troubleshooting preferred.

Responsibilities

Receives inbound calls from customers and Loomis branches to support all lines of business: ATM Dispatch, Customer Care, and SafePoint I.T. Support
Conducts outbound calls for troubleshooting with customers and email communications for follow-up
Generates tickets and assigns them as needed to the appropriate branches, internal teams, or vendors for further assistance in completing requests.
Knowledgeable in all disciplines that are within the Contact Center, with the ability to educate others on how processes are handled.
Meet and exceed established center standards for productivity and quality.
Operates office equipment and software programs efficiently.
Provide excellent and professional customer service in a fast-paced environment at all times.
Other duties as assigned.