Client Services Representative

ROS TECHNOLOGY SERVICES INC • Parkville, MO

2d • Onsite

About The Position

Client service is a core value at Rosnet, and the Client Services (CS) Representative plays a vital role in delivering timely and accurate support to Rosnet users. This role requires deep software product knowledge and an understanding of how clients use Rosnet’s solutions to enhance their restaurant operations. Engaging with clients via phone calls and issue tickets, the CS Representative works toward effective resolutions while ensuring a positive customer experience. The Representative will use their knowledge of how various software applications and services work together to develop mastery in understanding data flow and how it serves Rosnet’s clients. Success in this role requires curiosity, a strong desire to learn and grow, and excellent attention to detail in maintaining organized and thorough records. Rosnet Support is available 24/7/365: Must be able to maintain a flexible schedule as shifts may involve days, nights, weekends, and holidays. Schedules are adjusted every 6 months.

Requirements

• Ability to learn, navigate, and configure software in a production environment.
• Intermediate to advanced digital literacy, or “tech-savviness”.
• Working knowledge of Microsoft Office suite.
• Rosnet Support is available 24/7/365: Must be able to maintain a flexible schedule as shifts may involve days, nights, weekends, and holidays. Schedules are adjusted every 6 months.
• Strong verbal and written communication skills.
• Ability to multitask and manage multiple priorities.
• Effective time management skills.
• Attention to detail.
• Ability to work independently and as part of a team.
• Must be able to work a schedule with some days in the office.

Nice To Haves

• Previous restaurant industry knowledge is a plus.
• Previous software as a service (SaaS) experience is a plus.

Responsibilities

• Be the face of Rosnet for users and contribute to exceptional client service standards.
• Positively engage with client users to resolve issues via phone, email, and other communication channels.
• Maintain detailed and clear case notes, providing client-facing updates within a ticket management system (Zendesk).
• Troubleshoot, diagnose, and resolve client issues using proprietary Rosnet software and incoming data sources from clients and third parties.
• Proactively monitor, log, and address internal system alerts.
• Assist in achieving team productivity and efficiency initiatives.
• Participate in and contribute to team meetings and training sessions.
• Maintain a working knowledge of computer software, operating systems, and browsers.
• Develop a basic understanding of Android and iOS operating systems and mobile devices.
• Develop basic networking knowledge.

Benefits

• Rosnet offers very competitive base salaries.
• We also offer health, dental and vision insurance.
• The company matches up to 4% of your earnings deposited into your 401(k)-retirement plan.
• Everyone needs to recharge their batteries, so we offer two weeks of paid vacation along with five paid time off days per year.
• We want you to stay healthy, so we offer gym membership discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees