Customer Representative - Call Center

Allied Universal; Town of Florida (NY); On-site; USD 23,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, vision

Eight paid holidays

Vacation accrual 3.08 hrs biweekly

Job summary

Deposita, an Allied Universal Company, is seeking a Customer Experience Representative to join a dynamic, customer-focused team providing top-quality service. Training is in-person in Jupiter, Florida for 45 days, with remote work possible after meeting metrics and attending occasional in-office meetings.

Starting rate is $17.00 per hour, with bilingual (French Canadian and/or Spanish) speaking reps earning $18.00 per hour.

Qualifications

• Must have strong customer service experience in a technical environment.
• Ability to learn new processes and concepts quickly.
• Excellent written and verbal communication skills.
• Strong judgment and decision-making abilities.

Responsibilities

• Identify customers' needs and provide guidance toward resolution.
• Handle a variety of technical system issues with accuracy.
• Create and update cases with problem history and resolution steps.
• Maintain top-tier customer service and handle challenging conversations.
• Report call-type changes to management.
• Monitor health of network, hardware, and software for customers.
• Advance escalations through proper channels to completion.

Skills

Customer service

Communication

Problem solving

Teamwork

Initiative

Education

High school diploma or equivalent

Tools

Service Now

TalkDesk

Tech systems

Job description

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!

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 occassional in office meetings/trainings.

Ideal Candidates should have a minimum of 2 years Technical Customer Service Call Center experince 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 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

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