What are the responsibilities and job description for the Customer Service/Dispatcher position at NuSource Financial?
Customer Service/Dispatcher - Remote
NuSource implements cutting edge Branch Transformation, Security and Service solutions for the financial institution vertical supported by a world class service team. Our mission is to consistently deliver value-added consultative solutions and quality service experiences based on our core values of Integrity, Professionalism, and Teamwork. Our Net Promoter Score is consistently in the mid-80’s, which far exceeds anyone in our industry. NuSource is employee-owned and everyone who works for us has the opportunity to become an owner.
Position Summary
NuSource implements cutting edge Branch Transformation, Security and Service solutions for the financial institution vertical supported by a world class service team. Our mission is to consistently deliver value-added consultative solutions and quality service experiences based on our core values of Integrity, Professionalism, and Teamwork. Our Net Promoter Score is consistently in the mid-80’s, which far exceeds anyone in our industry. NuSource is employee-owned and everyone who works for us has the opportunity to become an owner.
Position Summary
This role’s primary responsibility is to be the first point of contact for all service-related requests coming into the call center, service email box, or company web form. This is a very important first step in providing a world class customer experience throughout the service request. Dispatchers are responsible for representing the company in a friendly and helpful way, documenting the service scope/request, and routing the ticket to the most appropriate resource based on many factors. This role can be 100% remote after the initial training period has been successfully completed.
Responsibilities
Provide world class customer service to all customers!
- Login to call queue and be available to answer service calls during scheduled working hours
- Monitor email in-box for new service requests
- Create service calls (tickets) with clear scope of issue and assign to appropriate resource
- Communicate with customer in a clear, timely, friendly and professional manner
- Select the correct bill code and contract type to ensure ticket completeness before assigning
- Follow-up with emails or web form submissions to develop a clear understanding of issue
- Direct ticket flow and communicate with other resources to ensure efficient execution of service calls
- Ensure license renewals (files) get to the appropriate customer contact to facilitate timely delivery and eliminate license expirations
- Manage third party vendor service calls and corresponding web portals
Skills and Qualifications
- Highschool diploma or equivalent
- Customer Service or Help Desk experience with both internal and external customers
- Excellent communication skills, both verbal and written, with a focus on customer service
- Experience with Outlook and Microsoft Office applications
- Able to type a minimum of 30 wpm while speaking on the telephone
- IT/Technical experience a plus
- Must be able to work both independently and in a team environment
- Ability to deliver professional, clear, and concise communication to customers
- Ability to manage change and adapt to change quickly
- Ability to perform all duties with professionalism and integrity
NuSource Financial participates in the federal government's E-Verify program. With all new hires, we provide the Social Security Administration and, when applicable, the US Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.
Benefits available include:
- Employee Stock Ownership Plan – we are employee owned!
- 401k Plan with company match
- Paid Time Off (PTO) and paid company holidays
- Medical, dental and vision
- Life and disability
- Supplemental insurance (accident, hospital and illness)
- Annual clothing allowance
Pay Range: $19 to $21 per hour
The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience.
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Schedule:
- Day shift
Work Location: In person
Salary : $19 - $21
