Customer Care Specialist (On-Site)

Neumo; Fort Wayne (IN); On-site; USD 22,000 - 30,000; Full time

Job summary

Neumo is seeking a Customer Care Associate to join the 24/7 call center supporting customers across the United States and Canada. You will be a direct point of contact, ensuring inquiries and concerns are resolved fairly and effectively, with ownership and professional communication.

In a fast-paced, team-oriented environment at our Fort Wayne location, you will explain processes, research questions, and coordinate with field technicians when needed to deliver timely solutions.

Qualifications

• Strong verbal and written communication skills.
• Ability to multi-task and navigate multiple systems.
• Demonstrates ability to work in a fast-paced environment.

Responsibilities

• Answers inquiries from customers about Neumo services.
• Explain processes for loading and changing materials at self-service terminals.
• Performs research to respond to customer inquiries.
• Escalates issues to next level support or management as appropriate.
• Dispatches field technicians when needed.

Skills

Verbal communication

Written communication

Multi-tasking

Teamwork

Problem solving

Education

High school diploma or GED

Associate’s Degree (in lieu of required experience)

Job description

Job Summary

The Neumo Customer Care Call Center provides 24/7 assistance to its customers across the United States and Canada. As a Customer Care Associate, you will serve as a direct point of contact for customers to ensure their inquiries and concerns are resolved fairly and effectively. You will demonstrate ownership by instilling confidence through clear, professional communication and timely issue resolution.

Duties and Responsibilities

• Answers inquiries from customers about services and programs offered by Neumo
• Explain processes and procedures for loading, and changing material associated with various self-service terminals
• Performs research to respond to customer inquiries
• Provides accurate, timely information meeting the customer’s needs through problem resolution
• Escalates customer issues or concerns to next level support and/or management as appropriate
• Maintains customer confidentiality while complying with privacy regulations
• Professional and solution oriented
• Learn, retain, and apply information about programs and services
• Comprehension of virtual assistance
• Remotely access equipment to troubleshoot and resolve hardware and software issues
• Dispatch field technicians
• Perform other duties as assigned

Education and Experience

• Minimum of a High School diploma/GED or Associate’s Degree in lieu of required experience
• 1-3 years of experience, preferably in a customer care setting

Knowledge, Skills and Abilities

• Strong verbal and written communication skills
• Ability to multi-task and navigate through multiple systems
• Ability to work with others in a team environment
• Demonstrates the ability to use sound judgement and discretion regarding confidential information
• Demonstrates ability to work in a fast-paced environment
• Demonstrates strong interpersonal skills with a collaborative style

Work Environment

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation.Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.