Customer Representative - Call Center

Allied Universal; Jacksonville (FL); Remote; USD 35,000 - 38,000; Full time

Benefits offered by this job

Medical, dental, vision, life, AD&D, 4

Paid holidays and vacation

Job summary

Deposita, an Allied Universal Company, is hiring a Customer Experience Representative to join a dynamic, customer-focused team. You will provide high-quality service by identifying customer needs, guiding them toward resolution, and documenting each interaction in the help desk system.

This remote role requires residing in Florida, with bilingual English/French (Canadian) support available at $18 per hour; base rate is $17 per hour.

Qualifications

• Experience in customer service and technical support.
• Ability to learn new processes quickly.
• Strong written and verbal communication.

Responsibilities

• Identify customer needs and guide toward resolution.
• Handle technical inquiries with accuracy.
• Create cases and document problem history in system.
• Maintain high-quality customer service and adapt to calls.
• Monitor health of network, hardware, and software for customers.
• Escalate issues through proper channels to completion.

Skills

Customer service

Initiative

Communication

Problem solving

Teamwork

Technical aptitude

Education

High school diploma or equivalent

Associate’s degree in IT/CS or related

Tools

Service Now

TalkDesk

Job description

Overview

Company 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.

Compensation

$17.00 per hour base rate | $18.00 per hour for bilingual FRENCH (CANADIAN)/ENGLISH representatives

Location

Remote - Candidates must reside in Florida

Preference

Preference is given to applicants living within commuting distance of Jupiter, FL.

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 elevate 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