Manager, Customer Service

Fiserv, Inc. Phoenix , AZ 85002

Posted 2 weeks ago

What does a great Manager, Customer Service do?

You will play a meaningful role in the ePayments Division. You will be leading a department of approximately 70 associates along with four supervisors to deliver extraordinary customer service in an inbound call-handling environment.

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

  • Being responsible for serving as a subject matter authority and resource in technical and procedural applications of the customer operations call center, running all activities associates with customer operations, including developing and implementing policies and procedures on systems and the flow of information, and establishing and implementing performance/service standards to ensure productivity meet or exceed service and quality standards.

  • Leading call center service level results across multiple product lines using budget, forecasting, resource allocation, and standard methodologies.

  • Establishes and leads new procedures to address areas requiring improvement, building and implementing programs and plans that support the balance of production and quality, and developing customer educational programs and acting as a customer service advocate.

  • Leading matrix teams on different projects and process improvement and partner with other organizations to ensure client happiness by serving as a point of contact for Account Development Partners, participating in client visits and account reviews, and resolving client issues.

  • Establishing and maintaining industry relations, provide assistance to support groups to improve procedures, products, and systems used by the staff, and perform management functions (interviewing, hiring, reviewing, scheduling, monitoring, developing associates).

Basic Qualifications for Consideration:

  • High School Graduate

  • Demonstrated expertise with call center applications.

  • Five years of experience in call center environment with two years of supervisory or leadership experience.

  • Strong familiarity with call center management software/hardware.

  • Knowledge of customer service techniques and standards.

Preferred Qualifications for Consideration:

  • Bachelor's degree

  • Banking or bill payment experience.

  • Good knowledge of MS Office (Word, Excel, PowerPoint, Access), internet, and email.

  • Strong verbal and written communication skills along with presentation skills.

  • Time management and analytical skills.

Learn more about us.

In a world moving faster than ever before, Fiserv helps clients deliver solutions in step with the way people live and work today financial services at the speed of life. With 24,000 associates, we help more than 12,000 clients worldwide create and deliver solutions to enable today's consumer to move and manage money with ease, speed and convenience. 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 sixth consecutive year, we are committed to excellence and purposeful innovation.

In this role, you will be aligned with our Electronic Payments solutions. These products provide the financial services industry electronic billing and payments, online banking and mobile banking, online funds transfer, person-to-person payments, business-to-consumer payments and personal financial account aggregation services. Our award-winning solutions are developed based on extensive user testing and are offered in multiple delivery models to serve more than 3,500 financial institutions from community banks to credit unions to the largest U.S. banks.

We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.

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


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Asst Customer Service Manager

Basha's

Posted 4 days ago

VIEW JOBS 4/18/2019 12:00:00 AM 2019-07-17T00:00 : Focusing on providing superior service, the deli sales clerk position processes customer orders in an efficient, accurate, and courteous manner, prepares, slices, wraps, boxes and displays deli products and makes sure the deli department is clean, well-merchandised, colorful and inviting. Some Job Responsibilities include: * Maintaining a positive and friendly attitude towards customers and fellow team members. * Engaging with customers through smiles and greetings, offering product information, providing selling suggestions and active sampling and always giving a genuine thank you. * Focusing on providing fast and friendly customer service. * Processing cash register transactions, giving back change, and refunds. * Using scale printer machines, ensuring weights and pricing are correct. * Understanding the importance monitoring product pricing, signage, and placement as well as the use of product shelf tags and shelf signage. * Keeping a clean, neat and orderly check stand/sales counter and work production areas. * Preparing, wrapping, boxing, weighing, slicing, and stocking deli department products, rotating them as necessary to ensure product quality and safety. * The preparation and cooking of deli food items, which includes items like fried chicken and other foods, roasted chickens, salads prepared on premise, sandwiches, and meal items for hot cases and steam tables. * The merchandising, slicing and weighing of prepared deli meats and cheeses. * Work safely around sharp slicers, tools and hot ovens and burners. * Displaying goods following deli department and/or merchandising guidelines. * Taking customer orders, ensuring orders are completed on time and to the customer's satisfaction. Performs other duties as needed or assigned by management. Applicants for this position must be at least 18 years old. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time; This description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned; This job description is subject to change at any time Employer provides reasonable accommodations to a qualified employee that does not impose an undue hardship on the employer. Basha's Phoenix AZ

Manager, Customer Service

Fiserv, Inc.