Client Success Representative

CPI Card Group•Henderson, NV

12d•Onsite

About The Position

The Client Success Representative is responsible for analyzing client questions and concerns, escalating problems to appropriate teams and providing solutions to the satisfaction of the client. CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance.

Requirements

High school diploma or general education degree (GED) and minimum 1-3 years of experience in an administrative role in customer service, sales or sales support environment
Strong analytical problem-solving skills, identifying and resolving unique problems
Experience in delivering client-focused solutions based on client need
Strong customer service, critical thinking and problem-solving skills
Proficient in Microsoft Excel and Word; VBA/Macros
Ability to troubleshoot issues and determine root cause
Resourceful in establishing and nurturing key relationships both internally and externally
Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction
Elementary English proficiency communication skills necessary
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

Nice To Haves

Financial service industry experience, preferred

Responsibilities

Oversee supply orders for existing clients and ensure timely shipment by coordinating with internal teams
Proactively reach out to client if their orders cannot be fulfilled and provide alternative solutions
Conduct internal research when issues arise and troubleshoot appropriately
Assist Customer Service Team on communication and coordination of EMV chip conversions with exiting clients
Complete monthly billing reports for accounting and bill clients upon completion of requested work
Support live clients with artwork/graphics requests
Submit artwork requests to Visa for approval
Ensure the timely and accurate delivery of client communications; document activity in internal CRM
Understand and manage client expectations and service needs by building and maintaining positive relationships (both internal and external)
Oversee client facing special projects such as Visa/MC mandates