Las Vegas- Customer Service Agent I 4/30/2018 in Las Vegas, NV at Sykes

Date Posted: 4/12/2018

Job Snapshot

Job Description

SUMMARYProvides customers and end users with customer, product and/or technicalsupport by performing the following duties.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Otherduties may be assigned.Adherence to SYKES policies on ethics and integrity? Receives transactions from users regarding customer service ortechnical support related needs based upon the scope of support providedby contract to Sykes? clients.? Determines appropriate action to be taken on customer?s behalf,which may include problem determination and appropriate next steps.Informs customer of those appropriate next steps and works with customerto achieve issue resolution.? Maintains proficiency in programs, products and/or platformsassigned.? Maintains pertinent paperwork and records through data entry.? Communicates with co-workers to research problem and findsolution.? May test software and hardware to evaluate ease of use andwhether product will aid user in performing work.? Communicates with team manager, team members and other teamsregarding problems, solutions and trends.? Responsible for meeting established individual and teamperformance targets, which include customer service, productivity andquality standards.QUALIFICATIONS To perform this job successfully, an individual must beable to perform each essential duty satisfactorily. The requirementslisted below are representative of the knowledge, skill, and/or abilityrequired. Reasonable accommodations may be made to enable individualswith disabilities to perform the essential functions.EDUCATION and/or EXPERIENCEHigh school diploma or equivalent, or current student status. Post highschool education preferred. Six months to one-year experience incustomer support preferred. Working knowledge of supported operatingsystems, software, and hardware preferred. Understanding oftroubleshooting processes, technology and tools preferred.LANGUAGE SKILLSAbility to read, analyze, and interpret general business periodicals,professional journals, technical procedures, and computer productmanuals. Ability to effectively present information and respond toquestions from team managers, team members, clients, and customers.Ability to effectively document case notes and respond to customers in awritten format (e.g. chat, email).REASONING ABILITYAbility to define problems, collect data, establish facts, and drawvalid conclusions. Ability to interpret an extensive variety oftechnical instructions in mathematical or diagram form and deal withseveral abstract and concrete variables.PHYSICAL DEMANDSThe physical demands described here are representative of those thatmust be met by an employee to successfully perform the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularlyrequired to sit, reach with hands and arms. The employee is regularlyrequired to concurrently talk, hear, and use computer keyboard whileresponding to customer inquiries on the telephone. The employeefrequently is required to use hands to finger, handle, or feel. Theemployee is occasionally required to stand; walk; and stoop, kneel,crouch, or crawl. The employee must occasionally lift and/or move up to25 pounds. Specific vision abilities required by this job include closevision, and ability to adjust focus.SECURITY COMPLIANCEEmployees are required to maintain compliance with SYKES safety,security, and privacy programs. Responsible for being an activeparticipant in the SYKES safety, security and privacy programs toprotect SYKES' business operations, facilities, and physical andintellectual property and to ensure a safe and secure workingenvironment for all SYKES' employees.ETHICS COMPLIANCE:Sykes Enterprises, Incorporated is firmly committed to conductingbusiness in compliance with the letter and spirit of the law and otheraccepted standards of business conduct as reflected in the company'spolicies. Employees are encouraged to observe the highest standards ofprofessionalism at all times, and are expected to adhere to the SYKESStandards of Conduct for Compliance and Integrity (www.sykes.com). SYKESis proud to be an equal opportunity employer.DISCLAIMERThe preceding position description has been designed to indicate thegeneral nature of work performed; the level of knowledge and skillstypically required; and usual working conditions of this position. Itis not designed to contain, or be interpreted as, a comprehensivelisting of all requirements or responsibilities that may be required byemployees in this position. To perform this job successfully, anindividual must be able to perform each essential duty satisfactorily.Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.Job Title: Customer Service Agent I Job Code: 10252 Department: Customer Support Services Reports To: Team Manager Last Updated: 12/08/2008SUMMARYThis position provides customers and end users with customer, productand/or technical support by performing the following duties.ESSENTIAL DUTIES AND RESPONSIBILITIES? Adherence to SYKES policies on ethics and integrity.? Receives transactions from users regarding customer service ortechnical support related needs based upon the scope of support providedby contract to Sykes? clients.? Determines appropriate action to be taken on customer?s behalf,which may include problem determination and appropriate next steps.Informs customer of those appropriate next steps and works with customerto achieve issue resolution.? Maintains proficiency in programs, products and/or platformsassigned.? Maintains pertinent paperwork and records through data entry.? Communicates with co-workers to research problem and findsolution.? May test software and hardware to evaluate ease of use andwhether product will aid user in performing work.? Communicates with team manager, team members and other teamsregarding problems, solutions and trends.? Responsible for meeting established individual and teamperformance targets, which include customer service, productivity andquality standards.? May perform other additional duties and responsibilities asassigned.EDUCATION and/or EXPERIENCEHigh school diploma or equivalent, or current student status. Post highschool education preferred. Six months to one-year experience incustomer support preferred. Working knowledge of supported operatingsystems, software, and hardware preferred. Understanding oftroubleshooting processes, technology and tools preferred.QUALIFICATIONS To perform this job successfully, an individual must beable to perform each essential duty satisfactorily. The requirementslisted below are representative of the knowledge, skill, and/or abilityrequired. Reasonable accommodations may be made to enable individualswith disabilities to perform the essential functions.? Outstanding oral and written communication and interpersonalskills? Strong computer skills? Strong evaluation and analysis skills? Strictly adheres and demands strict adherence to the company?spolicies? Excellent attention to details? Team Player? Successful completion of LEAP Behavioral AssessmentCOMMUNICATION SKILLS:Ability to read, analyze, and interpret general business periodicals,professional journals, corporate procedures/regulations. Ability towrite reports, business correspondence, and procedure manuals. Abilityto effectively present information and res

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