Communications Center Specialist

POSITION SUMMARY

The Communications Center Specialist position is an important role within FTSI's organization. This role is a customer facing position and a liaison between our company and customers. This role takes ownership of effectively solving customer problems, requests, inquiries, while keeping customer satisfaction at the core of every decision and behavior.

This position requires experience and the skillset to manage customer requests, assess challenges, and coordinate resources to deliver an outstanding customer experience. This role will use tools and interface with technology and software, as it pertains to the delivery of service to customers (equipment). Communication and collaboration with other departments is important to achieve daily objectives and FTSI goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following but are not limited to:

Essential Duties Responsibilities

• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternative solutions.
• Analyze customer/equipment history, track trends, and escalate reoccurring issues to the proper department and management.
• Effectively assess and leverage FTSI software to resolve any qualified service call remotely.
• Utilize software, databases, scripts, and tools appropriately.
• Provide detailed documentation of services delivered, work performed, and follow-up action required in ServiceMax.
• Maintain or exceed call center service levels and statistics as set by company policy.
• Present a professional image when representing FTSI.
• Other duties may be assigned as needed.

Adaptability

• Adapts to changes in the work environment, manages competing demands, changes approach or method to best fit the situation, and able to deal with frequent change.

Communication Skills

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Strong analytical and problem-solving skills.
• Due to the highly centered position, the Communications Center Specialist must be discreet and professional regarding confidential issues regarding other employees.

Technical/ Analytical Skills

• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer software.
• Utilize remote management software to perform problem resolution and provide better experiences for FTSI customers.
• Maintains knowledge of technology innovations and trends.

· Ability to diagnose and perform root cause analysis of hardware and/or software problems for multi-vendor ATMs/ITMs/TCRs.

· Perform incident management, electronic journal management, remote distribution of software, and execute remote commands from a call center environment.

· Educate and support customers on how to utilize reporting tools for cash monitoring, inventory management, and transaction analysis.

· Responsible to keep customers updated on incidents and their potential impact to contractual SLAs.

Hours of Operations

• FTSI Communication Center operates seven days a week: 5:30 AM PST to 10:00 PM PST. Hours for this position must be flexible to ensure adequate coverage is maintained in the department.

Preferred Qualifications

• Service Max, SalesForce, or CRM experience.
• Working knowledge of NCR Vision and/or Hyosung MoniManager.

Education/ Experience

• Bachelor's degree (B.A.) from a four-year college or university: or one to two years related experience and /or training: or equivalent combination of education and experience.

*Local candidates only

*This position report to the office for every shift

*This role requires extreme work hours flexibility: days, evenings, weekends, and holidays

Job Type: Full-time

Pay: $20.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• Call center
• In-person

Experience:

• Call center: 1 year (Preferred)
• CRM software: 1 year (Preferred)
• Dispatching: 1 year (Preferred)

Work Location: In person