Customer Service Rep - Tier I Technical Support

10 May 2024

Vacancy expired!

Company Federal Reserve Bank of Kansas City

As a part of the nation's central bank, the Federal Reserve Bank of Kansas City supports a stable financial system. We work across diverse communities throughout our region and nation to foster understanding in our economy, the payments system, and financial institutions for people from all walks of life. Together, we serve the public and each other in an innovative environment that values the highest ethical standards. Here you'll find support to develop, united in a clear and common purpose with a diverse team. About the Role We are filling a Tier I technical support-oriented Customer Service Representative position. As a representative you will utilize your technical skills to provide critical first line response within our inbound call center group. Our Representatives resolve technical issues when Bank customers contact us to report difficulty accessing and utilizing Federal Reserve services. Representatives identify and troubleshoot routine technical issues, and when necessary, escalate complex problems to Tier II technicians. If you are knowledgeable and good at working with operating systems, browser settings, basic internet and networking navigation, and downloading/installing software within a call center environment then you have the basic skillset for this job. Call volumes in this group vary greatly, but Representatives should be prepared to take on average 25 calls per shift, and provide superior customer service each time a Bank customer calls. Operational hours of the group are 6:30 a.m. to 8:00 p.m., Monday through Friday. Candidates may be selected to work the 11 a.m. to 8 p.m. shift.

Positions are based in Kansas City and will require you to work in the office when conditions allow. Our current Work From Home (WFH) policy requires you to work a minimum of 20% in the office.

Qualifications:

  • Associates degree from a two-year college or technical school, or an equivalent combination of education and experience required.
  • Typically requires 2 years of relevant customer service experience. Call center or help desk experience preferred.
  • Technical aptitude and knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge.
  • Basic to Intermediate troubleshooting and problem-solving skills.
  • Good interpersonal and written communication skill.
  • Good office skills including typing skills.
  • Superior customer service skills for internal and external customers, to include active listening for a positive customer experience.
  • Ability to work both independently and in cross-functional teams with colleagues in multiple Federal Reserve locations.
  • . Demonstrated ability to understand and apply department standard operating policies and procedures.
  • Operational hours of the group are 6:30 a.m. to 8:00 p.m., Monday through Friday. Candidates may be selected to work the 11 a.m. to 8 p.m.
  • Incumbent must be fully vaccinated against COVID-19, unless the Bank grants an accommodation based on a medical condition or sincerely held religious belief.

Our Total Rewards programs offers benefits that go beyond the basics featuring:

  • Market-leading Medical, Dental, and Vision Insurance
  • Tuition Reimbursement
  • 401k/Thrift Plan
  • Pension Plan
  • Flexible Spending Accounts
  • Free Parking (Kansas City location)
  • Life Insurance
  • Vacation & Personal Time
  • Paid Holidays
  • Parental Leave
  • Adoption Assistance
  • Onsite Fitness Center (Kansas City location)
  • Onsite Cafeteria
  • Additional Convenience Benefits, Discounts and More

Certain eligibility requirements apply.

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Full Time / Part Time Full time

Regular / Temporary Regular

Job Exempt (Yes / No) No

Job Category Information Technology

Work Shift First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

Privacy Notice

  • ID: #40582416
  • State: Missouri Kansas city 64101 Kansas city USA
  • City: Kansas city
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-05-10
  • Deadline: 2022-07-08
  • Category: Customer service