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About TSR:

TSR is a relationship-based, customer-focused IT and technical services staffing company.

For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients.

Mission & Vision

We do not believe in building a vision around the company but building a company around our vision, which is simply;

Every employee’s voice matters, their effort is appreciated, and their talent is rewarded.

We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner.

Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.

Customer Service Representative/Helpdesk (P2P & A/P Inquiries)

Job Description

  • Location: Tampa, FL
  • Type: Contract
  • Job #65745

Our client, a leading financial services company is hiring a Customer Service Representative/Helpdesk (P2P & A/P Inquiries) on a contract basis.

Work Location:  Tampa, FL

Work Schedule: Monday to Friday

Work hours are from 9:15am to 6pm.
Initial training schedule will be one week from 815am to 500pm.
Following cross-training hours may vary. Overtime is a must prior or after the shift when needed.

Summary:

  • Courteously, accurately, and professionally respond to inbound calls from employees and customers for all, or a combination of Procure to Pay (P2P) Accounts Payable, P2P Procurement, CTE.
  • Expense Reimbursement, and the Global Directory Assistance inbound inquiries.
  • Track all inquiries in the case management system of customer requests received.
  • Prepare and respond to email and portal inquiries from employees and vendors who write to one of our email assistance addresses for the services listed above.
  • Escalate to a Manager any calls or emails that are sensitive in nature to our reputation.
  • Review individual metrics every day to ensure productivity is up to par with Managers expectation.
  • Monitor personal emails to stay up to date with management, department and communications and respond on a timely manner to requests when needed.
  • Follow department process to escalate technical-related issues to management or via trouble ticket escalation.
  • Ensure at home and work equipment is maintained and performing at highest level to consistently support users without interruptions.
  • Proactively escalate technical issues by following department procedures to minimize any downtime in order to better assist customers and support departments SLA and target response time to customers.
  • Maintain a safe and secure workplace within the infrastructure.
  • Follow Risk and Control company’s and departments guidelines to ensure systems and all data are protected.
  • Complete mandatory training ahead of deadline schedule.
  • Ability to work a hybrid schedule and work overtime when needed for meetings, training purposes, etc.
  • Ability to research multiple system applications, create cases and assist callers on the line.

Required Skills:

  • Customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls was experienced.
  • Excellent spoken and written communication skills.
  • Good analytical abilities in order to determine the best course of action when encountering a customer service issue.
  • Very good organizational skills and prioritization.
  • Good knowledge of the MS Office Programs, especially MS Excel and MS Word.
  • Works effectively under pressure and exhibits good judgment.
  • Strong degree of reliability and dependability.
  • Bilingual preferred- not a requirement

 

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