Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary
We are in search of Customer Service Representatives to help us through the busy season for a new client of ours. This role is seasonal in nature and the scheduled duration is from December 12, 2022 - April 1, 2023.
There is an opportunity for this role to become permanent for the right individual.
The Contact Center Customer Service Representative is the all-important first point of contact with ECSI’s customers. The Contact Center Customer Service Representative must closely and accurately follow the established components of ECSI’s call strategy, and efficiently complete telephone transactions in compliance with federal student loan regulatory policies and procedures. The Contact Center Customer Service Representative participates in team activities to support ECSI Contact Center service initiatives.
Essential Duties and Responsibilities

• Responsible for achieving high levels of customer service to Tier I; non-loan servicing, ECSI customers
• Must consistently meet quality standards within the call center
• Answer, investigate and/or initiate actions on customer inquiries efficiently, using all customer access channels. (Phone, web, chat, mail, fax, etc.). Follow-up as required to ensure customer satisfaction.
• Responsible for continually updating personal knowledge of changes to the company products/services, technology, and call center practices and policies
• Participate in training to improve skills, performance levels and overall personal development
• Assist other team members to promote center activities and job knowledge. Work as a team member to improve overall performance
• Consistently meet or exceed performance standards for service quality, accuracy and volume. Work with supervisor to set performance goals and agree on performance improvement methods if required
• Consistently meet established policies and procedures relating to standards on shift, break, and meal schedule adherence in order to support the goal of timely customer calls being taken.
• Must follow call adherence policy and procedures developed for the call center operation
• Must comply with all designated policies and procedures established by the company
• All other duties assigned

QualificationsExperience, Education and Licensure

• Minimum of high school diploma, college degree preferred
• One year of experience in a customer service environment, preferred
• Excellent interpersonal and motivational skills
• Innovative and self-starter
• Ability to work with minimum supervision
• Proficient with Microsoft office software and computer technology
• Detail and analytical orientation
• Problem solving and conflict resolution skills

Language Skills

• Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers. Ability to utilize verbal skills to de-escalate highly dissatisfied customers with minimal supervisor intervention.

Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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 occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Work EnvironmentWork environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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 exposed to weather conditions prevalent at the time
• The noise level in the work environment is usually moderate

Global Payments Inc. is an equal opportunity employer.Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

R0037852

Job Type: Full-time

Pay: From $16.00 per hour

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Coraopolis, PA: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Work Location: One location

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