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Customer Service Specialist
Ref No.: 18-01709
Location: Boston, Massachusetts
Start Date: 02/26/2018
 Principal Accountabilities:
  • Maintains and ensure the day-to-day operations of transaction processing and payments (including operational support and troubleshooting).For SVC, priming and deploying of SVC cards to programs (as well as other SVC materials, inventories, and shipments). Also, monitors the deployment specialist in maintaining, continuous communication of all the business needs for the merchants.
  • Analyzes and determines strengths and weaknesses in unit member's knowledge of SVC or IPP program. Provides timely, continuous, objective feedback on unit member's performance to members and management. Helps management analyze Business Specialists' skills/experience for operations, training, and performance appraisals.
  • Participates in meetings and conference calls to seek out, evaluate and share new and better initiatives, ideas, and processes. Formulates new policies and procedures, as well as changes to existing policies and procedures. Produces documentation and presentations that communicate effectively to both the management team and Business Specialist staff.
  • Provides coaching, mentoring and training for Business Specialists. Ability to back up selected Business Specialist functions as required.
  • Participates in the testing of new software programs provided by our technical staff to ensure top quality assurance testing in upgrading of point of sale (POS) terminals, kiosks, and all new SVC or IPP related application features.
  • Serves as a first point of contact within the group for training-related issues and as custodian of documentation and procedures. Gives support on all operational issues for internal and external (FMS) clients. Provides direct communication and customer support to high-level management at, FMS, military finance offices as well as merchants and vendors. Other Accountabilities Perform other duties as assigned. Supervision This position is required to directly supervise 1-9 employees.
 
Comments/Special Instructions
Please note the shift is third and start time is 12:30 AM - 9 AM M- F and candidate must have Supervisory experience