Customer Service Representative II

Summary

The Currency Technology Customer Service Representative – Level II is an experienced-level position that is responsible for providing customer service and dispatch support within the Call Center. The individual must maintain a high level of professionalism with customers at all times. The individual will assess each call and articulate the appropriate response. Each call must be assigned and dispatched to the appropriate GDCTAI Field Engineer, Third-Party support, or referring the call to the Technical Support team. This individual will work within a flexible team schedule to maintain 24x7x365 coverage including Weekends and Holidays.

In addition, this position provides operational support; data entry, data and records management, and other administrative functions in support of GDCTAI Field Service Operations.  This individual will work with a variety of functional groups (Field Operations, Logistics, Manufacturing, Sales, Engineering, Finance, and IT) to assure that the data and information is reliable, timely, and being processed efficiently.

Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Provide first level customer support for the GDCTAI CSS Product Line.
• Support Field Engineer CRM Tablets.
• Answer hotline calls and route calls to the appropriate support or technical area.
• Monitor and act to requests initiated through the Customer Service email box or fax line.
• Ensure timely entry, update, and completion of call information within the service management system. 

Specific responsibilities include:

• Initiate Service Request or Technical Support call records within appropriate system.
• Dispatch appropriate Field Operations or Technical Support personnel.
• Track service request status and update or escalate as necessary to ensure closure.
• Update work orders for parts usage, labor, and expense items.
• Initiate field parts requirement requests.
• Ensure timely entry, update, and completion of call information within the service management system. 

Specific responsibilities include the administration of:

• Customer data
• Installed Base data
• Field Engineer access rights
• Parts Requirements
• Spare Parts, Labor Items and Price Lists
• Customer Return Material Authorizations
• Maintain various database applications within SAP

Required Skills/Knowledge:

• Must possess excellent customer service skills.
• Must possess effective communication skills (oral, written, listening).
• Must be service oriented and work well within a team environment.
• This individual must be able to handle a flexible work schedule that will include scheduled on-call weekends and holidays. 
• The position requires proficiency with PC based software (including MS Office) database applications and telecommunications systems.
• Bilingual (English / Spanish, French, or German) skills are a plus.    

Required Education and Experience:

• High school diploma/GED
• Associate degree is a plus
• Minimum of three (3) years customer service or call center experience

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

$$ Giesecke+Devrient Currency Technology America, Inc. endeavors to make www.gi-de.com/en/careers/jobs accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or gdctai-hr@gi-de.com.
 

Giesecke+Devrient Currency Technology America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

 $$  $$ $$ $$  $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=24740&career_ns=job_application