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Call Center Agent - Watertown, WI

As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals €” enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.
SUMMARY OF JOB SCOPE & RESPONSIBILITIES
The Call Center Agent is responsible for handling customer service requests in a courteous, professional and efficient manner through incoming calls, faxed documents, or e-mails.
Rotating Schedule:
Week 1: Monday - Friday; 6:00am - 2:30pm
Week 2: Monday, Tuesday, Thursday, Friday, Saturday; 6:00am - 2:30pm
ESSENTIAL JOB FUNCTIONS
Accurately and efficiently process customer service requests according to department policies and procedures
Provide support to customer service technicians and internal customers by handling their inquiries and requests
Escalate customer issues and complaints through the proper channels for resolution
Inform the Call Center Supervisor and/or Manager of problems which could jeopardize the ability of the Call Center to provide outstanding customer service.
Identify unique customer requirements and vary customer handling to incorporate those requirements into the customer contact.
Complete various other tasks as assigned by the Call Center Supervisor and/or Manager
JOB QUALIFICATIONS
Education & Work Experience:
High School Diploma or General Education Degree (GED)
Previous customer service experience a plus
Knowledge, Skills & Abilities:
Highly self-motivated with keen attention to detail
Excellent customer focus and outstanding communication and interpersonal skills
Ability to work under pressure and effectively prioritize competing demands
Experience utilizing Microsoft Office products (i.e. Outlook, Word, Excel, Access, etc.)
Professional and respectful demeanor
Active participation in process improvement initiatives/projects is a plus
Ability to work in a fast paced environment
Team oriented
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Specific vision abilities required by this job include Close vision, Distance vision and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Call Center Agents work in an office environment. The noise level in the work environment is usually quiet.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer.
It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.
Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

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