Call Center - Customer Service Rep

About the position

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! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time customer support jobs! 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. Must be able to attend in-person training in Jupiter, Florida for at least 45 days. Remote Work possible after successfully completing 45 days in office training (Jupiter, Florida) and meeting required metrics with occasional in office meetings/trainings. Initial Training will be in Jupiter, Florida. Starting Rate at $17.00 per hour, with increased rate for bilingual FRENCH (CANADIAN) speaking representatives of $18.00 per hour.

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 escalate to appropriate next level
• Willingness and Ability to be cross trained in other areas of the department
• Consistently demonstrate effective personal performance that positively impacts the departmental performance metrics are met through effective personal work performance

Requirements

• High school diploma or equivalent
• Minimum of two (2) years of work experience in a Technical Customer Service Call Center
• Stable work history must demonstrate each of the following: Strong understanding of customer service and customer relations
• Highly motivation and strong desire to learn
• Ability to exercise good judgment and decision-making
• Familiarity with creating cases and case numbers and escalations to Senior team members, departments, and vendors using CRM and other systems
• Effective written and oral communication skills
• Able to assess and evaluate situations effectively
• Skilled in identifying critical issues quickly and accurately
• Able to write informatively, clearly, and accurately
• Problem solving and analytical skills
• Ability to work in a team environment

Nice-to-haves

• Experience in a technical support role, or other technical experience
• Associate's degree in information technology, Computer Science, or a related field
• Basic understanding of software/hardware troubleshooting
• Experience in Service Now and TalkDesk
• Experience in retail cash offices

Benefits

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company's 401(k) plan, subject to eligibility requirements
• 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.