Senior Customer Service Associate II

Job Description

Join Fiserv as a Senior Customer Service Associate II, where you will be the first point of contact for franchise owners, operators, and field leadership on important issues. You will classify requests based on severity and business effect, then begin escalation processes that align with our support procedures and service standards. Key responsibilities include: 1. Taking ownership of cases from beginning to end, gathering relevant information, organizing internal steps, documenting progress, and ensuring follow-through. 2. Keeping franchise partners informed with proactive updates, next steps, and clear resolution details. 3. Following up after incidents to ensure satisfaction and identify further support needs. 4. Spotting recurring problems and trends to make recommendations for enhancements in tools, processes, or service delivery. 5. Keeping comprehensive case records and adhering to authentication, privacy, and data management protocols in all systems.

Qualifications

To be successful in this role, you should have: 1. At least 2 years of experience in a high-volume service environment such as a call center or financial services, with direct customer contact. 2. At least 2 years of experience resolving customer issues through case documentation, follow-up communication, and established service processes. 3. Experience communicating with customers via phone, email, or case management systems while managing multiple priorities in a metrics-driven setting. 4. Proficiency in using computer-based systems and audio equipment for customer interactions, issue tracking, and case updates. 5. A high school diploma, GED, or equivalent experience. Additional beneficial experience includes: 6. Supporting franchise owners or multi-location operators in service recovery or relationship-based support. 7. Coordinating with cross-functional teams to resolve complex issues. 8. Identifying trends in case activity to support process improvements. 9. An Associate's Degree in business, communications, or a related field.

Benefits

Fiserv provides many benefits to enhance your life, including: - A Fuel Your Life program to support your physical, financial, social, and emotional well-being. - Paid holidays and generous time away policies. - No-cost mental health support through Employee Assistance Programs. - A Living Proof program that rewards peer recognition with redeemable points. - Eight Employee Resource Groups that foster collaboration and expand your network. - Unparalleled professional growth with training, development, and internal mobility. - Comprehensive medical, dental, vision, life, and disability insurance from day one. - Retirement planning and discounted shares via the Employee Stock Purchase Plan. - Tuition assistance and reimbursement programs. - Paid parental, caregiver, and military leave.