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Supervisor Customer Service 1

Company: Fiserv
Location: Irving
Posted on: September 12, 2021

Job Description:

What does a great Supervisor Customer Service do? 


As a Supervisor, Customer Service, you will provide monitoring and support on issues related to ATMs and POS/ATM transactions, perform quality assurance on incidents, coordinate daily workflow, coach staff, and assist with call escalation. You will also drive issue resolution for our Managed Service Fleet to ensure our ATM availability stays within our SLA’s.



As a Supervisor, Customer Service, you can look forward to: 


·       Overseeing workstations and incident tickets for quality assurance (Device Manager, EMT, Denial Monitoring, and Facets)

·       Assigning associates station assignments for shift and organizing/prioritizing daily workload

·       Monitoring phones for call volumes, calls waiting, and associate availability

·       Coordinating associate lunches and breaks

·       Responding to or acting on emails to the ATM-Services Leaders

·       Coaching staff

·       Facilitating and driving of escalated items to issue resolution

·       Participating in continuous process improvement to improve services, reduce cost, and improve quality


Basic qualifications for consideration: 

·       Excellent customer service with strong verbal and written communications skills

·       Previous experience in a team lead or management role

·       Proficiency with computer and office related equipment

·       Excellent multi-tasking skills

·       Proven ability to analyze and resolve problems with attention to detail

·       Ability to work flexible schedule, including overnight shifts and weekends


Preferred qualifications for consideration: 

·       Experience in the financial services industry

·       Knowledge of ITIL and Six Sigma


Learn more about us.

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.

In this role you will be aligned with our card solutions team. Card Services authorizes and settles point-of-sale (POS) and ATM transactions, monitors and drives ATMs, provides nationwide switching of debit, credit, prepaid and ATM transactions, and owns the Accel® Network. We provide clients with proven solutions to maximize profit, reduce cost, and mitigate risk.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Keywords: Fiserv, Irving , Supervisor Customer Service 1, Other , Irving, Texas

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