InP - Customer Service Associate II-Consumer

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 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 root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.

When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn 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 standards of 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.

Other related duties assigned as needed.

EDUCATION REQUIREMENTS

High school diploma or GED

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