Vantiv Associate Bilingual Customer Service Specialist in Texas
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.
ESSENTIAL DUTIES AND RESPONSIBILITES:
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.
Applies acquired job skills and company policies and procedures to complete assigned tasks.
Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
Normally follows established procedures on routine work, requires instructions only on new assignments.
MINIMUM KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Typically requires 0-1 year of related experience.
English/Spanish Bi-Lingual skills are highly preferred