Customer Service Associate

Company Description

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs. 

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

Job Description

Job Title : Customer Service Associate I (9071-1)

Location : 3500 5th St, Northport, AL - 35476

Duration : 3-6 months (Possible Extension)

Client : FIS

Shift: Primarily 2nd Shift - The schedules will be between 1:00 PM and 10:45 PM

***The training will last 4 weeks. The training class will be from 3 to 11:45*** 

Shifts will be assigned following the completion of the onboarding process.

General Duties & 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 - Consumer.

Educational Requirements:

A high school diploma or GED is required for this role. Associate or Bachelor’s degree is preferable; or the equivalent combination of education, training, and work experience.

General Knowledge, Skills & 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

Qualifications

-  Reliable Transportation

-  Verify employment history

-  Verify education

-  Able to pass a drug test as well as a criminal background check

Additional Information

If interested please contact me via phone or email 

Kristie Schneider: Technical Recruiter from the professional staffing firm Collabera 

Tel: 704-220-220-2318 ext: 3318

Cell: 908-278-5269