Customer Advocate Specialist

Customer Advocate Specialist


Customer Advocate Specialist

Details of the offer

About NCR
NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail, hospitality, telecom and technology industries. NCR is headquartered in Atlanta, Ga., with 34,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE: Customer Advocate Specialist

LOCATION: Atlanta GA area, Virtual - Work from home

Position Summary & Key Areas of Responsibility

Position provides direct daily support to our Financial Customers for ATM services while managing the CIT?s for resolution to reported problems

Coordinates CIT meets when necessary.

Prepare reporting on service issues in cash services on a weekly/monthly basis. Monitor reported issues for timely resolution.

Responsible for providing support for resolution or escalation of CIT related problems or requests initiated by NCR customers Record information into the Incident tracking system (GEMS/NEOS).

Excellent communication skills at all levels including excellent listening skills

Possess strong customer service skills and be able to work in a dynamic team environment

Advanced problem solving and troubleshooting skills

Ability to work a flexible schedule (mornings/evenings). Ability to work in a multitask fast paced environment

Correctly complete cash replenishment schedules and deliver to cash vendor and placing emergency cash orders when necessary

Scheduling service calls when appropriate to obtain best possible uptime of the ATM fleet.

Monitor Cash-In-Transit (CIT) and maintenance vendors of CU anytime to ensure service is being performed as per respective contracts dictate; escalating to supervisor as necessary.

Provide excellent customer support to CU anytime.

Track, monitor, and follow up on calls and issues escalating as necessary.

Compile information and prepare statistical reports when requested.

Work with supervisor to ensure that our credit unions always receive the best service and support as possible.

Managing CIT Invoicing for assigned Customers for both US and Canada. Ability to validate invoices to insure charges are valid. Dispute charges when necessary.

Additional duties and responsibilities as assigned.

Basic Qualifications:

High School diploma, with a minimum of three years customer experience required.

Employee must have proven customer service skills including the ability to communicate effectively and to administer daily functions in a constantly changing multi-task environment; excellent initiative, problem-solving and organizational skills.

Employee must have excellent human relation skills.

Employee must be proficient in Microsoft Office products to include Word, Excel and Project.

Preferred Qualifications:

Previous Exposure in ATM Cash & EOD Process would be an advantage

Leadership skills; ability to be persuasive, gain support and commitment from others, motivate others to action; ability to establish and guide teams to accomplish organizational goals and ability to drive issues to closure

Communication skills; Ability to effectively communicate to customers while protecting the Company's position; Ability to gather, organize and present information in a focused and concise manner while adapting communications to the intended audience;Listens to understandand fosters open communications

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

Source: Jobsxl


  • Call Center - Customer Support / Customer Service Representative



  • Basic

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