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Dolphin Debit, a full-service ATM management company and wholly owned subsidiary of Euronet Worldwide (EEFT), has an exciting role for a bilingual ATM Service Support Specialist to add to our Monitoring and Dispatch Team to assist in supporting our expansion into Latin America. This team member will be a liaison between our company and its clients, service providers, as well as assisting our internal customers. The successful candidate will be able to accept ownership for effectively monitoring the Mexico ATM Fleet and assisting with our US Fleet, solving customer issues, handling complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.
Responsibilities
Corresponding with clients, customers, both internal and external, service providers, over the phone, email, online chat, to provide solutions that fit individualized situations and prioritize the customers' needs at each step of the process.
Monitoring activity, identifying issues with our ATM fleet via various applications.
Analyze service activity, complaints or concerns to determine root cause and take best course of action to provide timely resolution.
Escalates calls to supervisor when necessary and appropriate.
Tracks call-related information for auditing and reporting purposes.
Maintains and updates customer information as necessary
Generate service reports as requested
Calmly attempts to resolve and de-escalate any issues
Schedule:
8 hour shifts Weekdays
58 hour shifts Weekends
Some evening and weekend work required
Monitoring and Dispatch Department Hours of operation:
Monday to Friday 6am 7pm,
Saturday and Sunday 8am 5pm
Requirements
High School Diploma or GED required; some college or actively in college preferred
Fluency in English and Spanishto professional standards
Excellent customer service skills and attitude
Phone-related customer service a major plus
Familiarity with Microsoft Windows, Outlook, Word, and a good working knowledge of Excel.
Attention to detail and quality focused
Previous experience, especially in the ATM, Electronic Payments or FI industry preferred
Ability to multi-task in a fast-paced environment.
Benefits
- 401(k) Plan
- Health/Dental/Vision Insurance
- Employee Stock Purchase Plan
- Company-paid Life Insurance
- Company-paid disability insurance
- Tuition Reimbursement
- Paid Time Off
- Paid Volunteer Days
- Paid Holidays
- Casual Office Attire
- Plus many more employee perks & incentives!
We are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Euronet Worldwide, Inc.
