Customer Representative - Remote - Call Center

Allied Universal • Jupiter, FL

1d • Remote

About The Position

Deposita, an Allied Universal Company, is hiring a remote Customer Experience Representative for its customer-focused team. The role provides customer support by identifying needs, troubleshooting technical issues, documenting calls and emails, and tracking escalations through resolution. The starting rate is $17.00 per hour, with a higher rate of $18.00 per hour for representatives bilingual in Canadian French.

Requirements

• High school diploma or equivalent.
• Technical call center support experience.
• Experience in a technical support role or other technical experience.
• Strong understanding of customer service and customer relations.
• Ability to take initiative and learn new processes and concepts.
• Ability to exercise good judgment and make decisions.
• Effective written and oral communication skills.
• Basic understanding of software and hardware troubleshooting.
• Ability to assess and evaluate situations effectively.
• Ability to identify critical issues quickly and accurately.
• Ability to write informatively, clearly, and accurately.
• Problem-solving and analytical skills.
• Ability to work in a team environment.

Nice To Haves

• Associate's degree in Information Technology, Computer Science, or a related field.
• Experience with ServiceNow and Five9.
• Experience in retail cash offices.

Responsibilities

• Identify customers' needs, clarify information, and provide direct support or guidance toward resolution.
• Resolve a variety of technical-system problems with skill and accuracy.
• Create cases for all calls and emails, documenting the problem history, steps taken, and resolution, or escalating to the appropriate next level.
• Prioritize customer service and continually develop the ability to handle challenging customer conversations.
• Recognize changes in call types and report them to management.
• Monitor the health of customers' networks, hardware, and software.
• Track escalations through the proper channels until completion.

Benefits

• Medical, dental, and vision coverage.
• Basic life and AD&D insurance.
• Retirement plan.
• Disability insurance.
• Eight paid holidays annually.
• Five sick days and four personal days.
• Vacation accrued at 3.08 hours biweekly; unused vacation is paid out only where required by law.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED