Customer Service Representative

Job Overview:  

This position is responsible for creating and monitoring service requests for issues received in the Customer Service Contact Center for ATM Dispatch, Customer Transaction Support, and SafePoint while providing professional, knowledgeable, helpful, and courteous service to Loomis' internal and external clients. This position will report to the Contact Center Director.  Duties include prioritizing daily tasks to minimize customer impact; answering incoming calls; timely and accurately responding to customer inquiries; following up with branches and vendors; data entry; multi-tasking; working with customers to gather data and facts; troubleshooting technical/network issues with end-users who are unfamiliar with networks; communicate efficiently and effectively, by phone and email; and the ability to work well within a team environment.
 

Essential Responsibilities:

• Receives Inbound-Calls from customers and Loomis branches to support all lines of business: ATM Dispatch, Customer Care, and SafePoint I.T. Support
• Conducts outbound calls for troubleshooting with customers and email communications for follow up.
• Generates tickets and assigns as needed to the appropriate branches, internal teams, or vendors for further assistance to complete requests.
• Knowledgeable for all disciplines that are within the Contact Center with the ability to educate others on how processes are handled.
• Meet and exceed established center productivity and quality standards.
• Operates office equipment and software programs efficiently.
• Provides excellent and professional Customer Service in a face pace environment at all times.
• Other duties as assigned.

Primary Qualifications:

• Must have a High School diploma or GED equivalent.
• Minimum 1-year experience in a Banking, Retail, Sales or other role that involves direct Customer Service, is required.
• 1 - 2 years previous Call Center experience, preferred.
• Banking experience or a similar field is a plus.
• Proficient in Microsoft Office and general computer navigation knowledge
• Experience with hardware/network troubleshooting, preferred.

Must have:

• Flexible work schedule which includes a rotating schedule (evenings, weekends, holidays).
• Ability to handle multiple tasks at one time; work well in a team environment with minimal supervision.
• Strong interpersonal skills and respect for diversity
• Attention to detail and time management, must be punctual and dependable.
• Excellent communication skills, written and oral

Benefits:
Loomis offers one of the most comprehensive employee benefits packages in the industry, which includes:

• Vacation and Sick Time (PTO) as well as Paid Holidays
• Health & Dental Insurance
• Vision Insurance
• 401(k) Plan
• Basic Life Insurance Plan
• Voluntary Life Insurance Plan
• Flexible Spending and Health Savings Account
• Dependent Care Account
• Industry-leading Training and Development