Customer Service Representative

JOB SUMMARY:

The primary role of the Major Account CSR is to interact with large volume ATM, AIR customer portfolios to address their concerns, answer their questions and assist them with their needs.  This position includes pulling data, creating spreadsheets, aligning and reviewing contracts, making contractional changes with approvals. The Major Account CSR also interacts with all customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

DUTIES / RESPONSIBILITIES:

• Efficiently navigate between multiple systems to resolve complex customer concerns.
• Respond to all questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one call resolution
• Manage and provide follow-up by completing appropriate records and documentation.
• Uncover customer wants, interests and needs in each customer interaction to effectively save the product and offer additional products and services
• Guide and process customer orders and inquiries in a fast-paced, timely manner environment.
• Provide knowledgeable answers to questions about products, pricing and availability
• Become a product expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer service
• Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
• Submit workflow emails related to new contracts or changes
• Process customer requests for changes, generating reports and access to mobile applications
• Complete contract forms and prepare change of ownership paperwork in a timely manner
• Act as back-up to front desk as needed
• Any other tasks, as assigned             

REQUIREMENTS: 

• Three (3) years of customer service and data entry experience
• Computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems
• Excellent written communication skills to include accuracy and relevant client information
• Ability to work with confidential information in a professional manner
• Ability to adapt to change and work in a fast-paced environment
• Must be able to think outside the box, critical thinker/solution solver
• Willingness to help is a must
• Ability to work under pressure and handle multi-task work environment
• Must be well organized, detail-oriented and have excellent time-management skills
• This is in fulltime, in office position that will never be a remote or hybrid opportunity.
• Must be dependable/reliable.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.

While performing the duties of this job, the Team Member is regularly required to talk and hear.  Required to frequently sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

The Team Member is occasionally required to lift and/or move 50+ pounds, sit; stoop, bend and kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

This job operates in a professional in person office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines, etc.

This is a full-time position.  Core days/hours are Monday through Friday, 8:00 am to 5:00 pm, Occasional overtime required.

OTHER DUTIES: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.

Cash Depot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Qualifications