Customer Service Representative

About Collabera:

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.

• Provides customer support to consumers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist.

• Performs other administrative duties as requested.

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

To know more on this position or to schedule an interview, please contact:

Vishwas Jaggi

973-475-7482