Customer Service Representative II

Giesecke+Devrient•Dulles, VA

About The Position

The Currency Technology Care Center Agent II is an experienced-level position responsible for delivering customer service and dispatch support within the Care Center. This role requires maintaining a high level of professionalism while interacting with customers and ensuring the efficient processing of service requests. The Agent will assess each incoming call, determine the appropriate response, and dispatch the issue to the relevant Field Service Technician, Third-Party Support, or escalate to the Care Center 2nd Level Technical Support team. The individual will work within a flexible team schedule to ensure continuous 24x7x365 coverage, including weekends and holidays. Additionally, this role involves operational support, including data entry, records management, and various administrative tasks that support Field Service Operations. The Agent will collaborate with several functional teams (Field Operations, Logistics, Manufacturing, Sales, Engineering, Finance, and IT) to ensure data integrity, timely processing, and the efficient flow of information.

Requirements

Strong customer service skills with a focus on responsiveness and professionalism.
Excellent communication skills (oral, written, and listening).
Service-oriented and able to work effectively in a team environment.
Ability to manage a flexible work schedule, including on-call shifts during weekends and holidays.
Proficiency with PC-based software (including MS Office), database applications, and telecommunications systems.
High school diploma or GED required; Associate degree is a plus.
A minimum of three (3) years of customer service or call center experience.

Nice To Haves

Bilingual skills (English/Spanish, French, or German) are a plus.

Responsibilities

Provide first-level customer support for the company's product line.
Answer hotline calls and route them to the appropriate technical or support team.
Monitor and respond to requests received through the Care Center email inbox or fax line.
Ensure timely and accurate entry, update, and completion of service request information within the service management system, including:
Initiating Service Requests or Technical Support records in the appropriate system.
Dispatching appropriate Field Operations or Technical Support personnel.
Tracking service request status and escalating as necessary to ensure resolution.
Updating work orders with parts usage, labor, and expense items.
Initiating requests for field parts as needed.
Administer customer and operational data within the service management system, including:
Customer data management.
Installed Base data updates.
Managing Field Service Technician access rights.
Parts requirements tracking.
Managing spare parts, labor items, and price lists.
Handling Customer Return Material Authorizations (RMAs).
Maintain various databases and applications, including SAP.