Customer Representative - Call Center

Allied Universal; Florida; Hybrid; USD 35,000 - 42,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan

Paid holidays

Job summary

Allied Universal is hiring a Customer Experience Representative in Florida. The role centers on delivering high-quality customer support for technical inquiries in a B2B context. Training starts in Jupiter, with a 45-day in-office period, and remote work may follow upon meeting metrics.

Starting pay is $17/hour, with bilingual (French Canadian and Spanish) premiums up to $18/hour. Minimum two years in tech customer service is preferred, with strong communication and problem-solving skills.

Qualifications

• Minimum 2 years in a technical customer service or B2B call center role.
• Strong customer service and relationship skills.
• Good written and oral communication abilities.
• Ability to learn new processes and adapt quickly.

Responsibilities

• Identify customer needs and provide direct support or guidance.
• Troubleshoot technical issues in hardware/software and document resolutions.
• Create and track cases; log problem history and outcomes.
• Maintain high-quality customer service and handle challenging conversations.

Skills

Technical customer service

Call center

Written & verbal communication

Teamwork

Problem solving

Education

Associate's degree in IT/related field

Tools

ServiceNow

TalkDesk

Job description

Job Locations

US-FL-Jupiter | US-FL-Boca Raton | US-FL-Delray Beach | US-FL-Port Saint Lucie

Overview

Deposita(TM), An Allied Universal(R) Company has perfected the art of cash management using world-class innovation, technology, and tailored solutions. We serve customers in retail, wholesale and banking sectors through in-depth consultations. We ensure every security need is met and exceeded every step of the way. Join our Phenomenal team today!

Job Description

Deposita, an Allied Universal Company, is hiring a Customer Experience Representative. The Customer Experience Representative is a part of a dynamic, customer focused team and plays a pivotal role in providing the highest quality customer experience to our customers.

Starting Rate at $17.00 per hour, with increased rate for bilingual FRENCH (CANADIAN) and/or Spanish speaking representatives of $18.00 per hour

Must be able to attend in-person training in Jupiter, Florida for at least 45 days. Must live within commuting distance of Jupiter office.

Remote Work possible after successfully completing 45 days in office training (Jupiter, Florida) and meeting required metrics with occasional in office meetings/trainings.

Ideal Candidates should have a minimum of 2 years Technical Customer Service Call Center experience in a B2B environment.

RESPONSIBILITIES

• Identify customers' needs, clarify information, provide direct support or guidance toward to resolution
• Tackle a variety of problems in technical systems with skill and accuracy
• Create cases for all calls and emails received, enter the history of the problem, all steps taken, and subsequent resolution if resolved at the Help Desk or escalated to appropriate next level
• Maintain customer service as an utmost priority and continuously develop the ability to deal with challenging customer conversations
• Discern changes in call types and report to management
• Monitor health of network, hardware, and software for our customers
• Track escalations through proper channels to completion

QUALIFICATIONS (MUST HAVE)

• High school diploma or equivalent
• Technical call center support experience
• Experience in a technical support role, or other technical experience
• Work history must demonstrate each of the following:
  • Strong understanding of customer service and customer relations
  • Ability to take initiative and learn new processes and concepts
  • Ability to exercise good judgment and decision-making
  • Effective written and oral communication skills
• Basic understanding of software/hardware troubleshooting
• Able to assess and evaluate situations effectively
• Able to identify critical issues quickly and accurately
• Able to write informatively, clearly, and accurately
• Problem solving and analytical skills
• Ability to work in a team environment

PREFERRED QUALIFICATIONS (NICE TO HAVE)

• Associate's degree in Information Technology, Computer Science, or a related field
• Experience in Service Now and TalkDesk
• Experience in retail cash offices

BENEFITS

• Medical, dental, vision, basic life, AD&D, retirement plan, and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly; unused vacation is only paid out where required by law

Closing

Allied Universal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.