Customer Service Representative - Call Center

Allied Universal; Port Saint Lucie (FL); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision, life & AD&D

Retirement plan

Paid holidays & vacation

Job summary

Deposita, an Allied Universal Company, is hiring a Customer Experience Representative in Jupiter, FL. The role focuses on delivering the highest quality customer experience to B2B customers through a dynamic, customer-focused team.

The position starts with a 45-day in-person training period at the Jupiter, FL office, after which you may transition to remote work with occasional in-office meetings. A bilingual premium applies for fluent English and French (Canadian).

Qualifications

• High school diploma or equivalent.
• 2 years of technical call center experience in a B2B environment.
• Experience in a technical support role.
• Strong customer service and customer relations.
• Ability to learn new processes and concepts.
• Effective written and oral communication.

Responsibilities

• Identify customers' needs, clarify information, provide direct support or guidance toward 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

Skills

Customer service

Communication skills

Problem solving

Teamwork

Learning agility

Education

High school diploma

Tools

ServiceNow

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 & Flexibility

• Base Pay: Starting at $17.00 per hour
• Bilingual Premium: $18.00 per hour for representatives fluent in English and French (Canadian).
• Work Structure: Hybrid / Remote Flexibility. This role begins with a mandatory, 45-day in-person training period at our Jupiter, Florida office. After successfully completing training and meeting required performance metrics, you will transition to working remotely, with occasional in-office meetings and ongoing training sessions.

Requirements & Ideal Qualifications

• Must live within a reasonable commuting distance of Jupiter, FL, to accommodate the initial onboarding phase and future in-office touchpoints.
• Experience: A minimum of 2 years of Technical Customer Service Call Center experience in a B2B (business-to-business) environment is highly preferred.

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