Vantiv Associate Customer Service Specialist in Cincinnati, Ohio
Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Takes initial customer calls and answers general questions regarding company products and services. Refers callers to appropriate resources including inbound sales, billing, technical support, etc. Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc. May determine caller eligibility for technical support and transfers calls to technical support queues. Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation. Documents customer concerns and forwards complaint trends to appropriate departments.
Acquires job skills and learns company policies and procedures to complete routine tasks.
Works on assignments that are routine in nature, requiring limited judgment. Has little or no role in decision-making.
Normally receives detailed instructions on all work. Works under close supervision.
Typically requires less than 1 year of related experience.