Job description
About NCR
NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Role is handling a high-volume of inbound calls within a call center environment
- Handle key responsibilities as the point of contact for both internal and external customers and/or their agents
- Engage with the Management team regarding customer's inquiries or requests
- Handle various types of customer interactions including inbound calls and emails
- During customer interactions, determine customer issue, plus research and identify key next steps to ensure customer resolution and satisfaction
- Daily monitoring of company designated email inbox too ensure timely responses
- Receive and document service requests and verify customer information
- Verify and confirm customer entitlement
- Provide detailed and accurate customer responses via email correspondence
- Gather and identify key information to determine severity
- Collect customer information and document and record within the designated software; Use required software to document all key steps and actions taken to handle customer requests
- Document, verify, and make appropriate corrections to the customer profile
- Actively participate as a team member; Participate in team meetings and team building activities
- Participate in goal setting, performance management, reward and recognition programs; Participate in operational projects to continuously improve processes, tools, systems and overall organization
- Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business
- Emphasis may be on manual skills; this position involves prolonged periods of PC and telephone usage; accountable for continuously receiving and handling high volumes of customer calls in a professional efficient manner with an emphasis on first call resolution
- Proficiency in data entry desktop software applications and related desktop tools is required
- Proficiency in using a telephony soft phone platform while handling customer interactions
- Monitors incident status and escalates cases that are not resolved in a specific timeframe to ensure timely resolution Work environment for this position involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; Success with this position will be measured on speed of response, clarity/accuracy of captured information
- Work within a team environment and interacts with both internal and external customers
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Full time employee benefits include:
- Medical Insurance
- Dental Insurance
- Life Insurance
- Vision Insurance
- Short/Long Term Disability
- Paid Vacation
- 401k
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.
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.
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