About this role

Hyosung America, Inc

Concen Agent

OVERVIEW

Nautilus Hyosung America, Inc. (HYOSUNG) is a world leader in ATM self-service technologies. We have built a reputation for innovation by continually researching, developing and delivering quality ATM products flexible products that adapt to our changing world and our customers changing needs.

JOB SUMMARY:

The Cencon Agent is responsible as an individual contributor to the Cencon team, ensuring that handle all contacts, key orders and lock-programming tasks are handled in a timely manner and accurate manner.

ESSENTIAL FUNCTIONS:

The Cencon Agent is responsible for ensuring the accuracy of work their completed
Cencon Agents are responsible for providing superior customer service at all times
Process Adherence
Ability to escalate issues to the next level
QA programming of locks and keys
QA packages shipped for the proper contents and ship to location
Contact Kaba during troubleshooting as needed during their business hours 9AM-4PM CST M-F
Meet or exceed production goals
- Complete all prod key requests for assign projects before shipment pick up
- Complete all deployment key requests prior to bring live date staying 7 days ahead of assigned projects or as added
- Complete FSE Cencon training providing proper documentation, best practices, Q & A session and step by step initialization of a lock, as well as opening and lock of the lock.
- Complete additional tasks as assigned within time frame given

Complete work in a time manner

Program FLM lock or kit with all steps 1-5 minutes
Program FLM and Bank Mode with all steps 1-15 minutes
Program Bank mode kit or lock with all steps 1-10 minutes
Re-Order Supplies as needed or notify leadership supplies are needed when low
Delete green keys and name locks in Cencon system in down time

Problem Resolution
Attention to detail
Appropriate Documentation
Positive attitude towards management, co-workers and customers
Professionalism at all times regarding appearance, workspace, language and behavior
Punctuality for start of shift and breaks
Report issues with your ability to work to leadership as found for resolution
Cencon Agents are required to take work request via calls, emails or at the request of leadership and management

EDUCATION AND EXPERIENCE:

High School Diploma
Previous dispatch experience preferred
Typing speed of 30 WPM with 70 % accuracy
Microsoft excel, outlook and word
Comprehension and critical thinking
Customer Service 6 months minimum
Troubleshooting knowledge
Researching and documentation accounts

PHYSICAL DEMANDS:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

While performing the responsibilities of the job, the employee is required to talk and hear.
The employee is often required to sit and use their hands and fingers, to handle or feel.
The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
Vision abilities required to perform this job include close vision.

WORK ENVIRONMENT:

Call center environment
Limited space with a stadium style setting
Agents use multiple programs to complete work
Agent go to warehouse to program locks for FSEs and ATM installations

Nautilus Hyosung America, Inc. recognizes and values the diversity of its employees, customers and business partners.
Equal Opportunity Employer ~ Minorities/Females/Disabled/Veteran