Customer Resolution Assocaite

Sunbit•Las Vegas, NV

1d•$19•Onsite

About The Position

The team at Sunbit is looking for a self-motivated and ambitious Customer Resolution Associate to join our team in Las Vegas, Nevada. In this role, you will be responsible for managing various escalated cases, including but not limited to disputes of customer payments and accounts, financial hardship requests, and account cancellations or adjustments. You will interact with Sunbit’s valued customers and partners via email, phone, and/or chat. This will be an hourly position that requires schedule flexibility and possible nights and/or weekends. Please Note: This position is in a Call Center, in office (non-remote) environment

Requirements

Previous Call Center experience (both B2B and B2C experience is a bonus)
Excellent email and phone etiquette
Strong ability to communicate with confidence, integrity, and compassion via all channels
Patience, problem-solving, and critical thinking skills
Ability to gauge, adapt and respond to different types of characters
Basic technical troubleshooting skills
Excellent verbal and written communication skills
Strong attention to detail, time management skills, and ability to switch gears quickly

Responsibilities

Payment processing, calculation of payoffs and overpayments, processing refunds via card or check, and managing returned payments
Owning customer escalation cases from start to finish, including frequent merchant and customer communication
Efficiently finding solutions and options for customer complaints under a deadline
Working closely with merchants to ensure efficiency of cancellations and adjustments
Managing calls, emails, and chats in a timely manner for customers, partners, and any other escalated call center inquiries
Aiding customers experiencing financial hardship by offering/applying programs to their accounts
Maintaining Sunbit’s excellent customer satisfaction standards by providing accurate, valid, and complete information using the right systems and tools
Resolving product or service issues by clarifying the complaint, determining the cause and solution, expediting correction or adjustment, and following up to ensure resolution
Following communication procedures, guidelines, and policies

Benefits

Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list
Mission driven + empowered + collaborative environment
State of the art customer care contact center
Competitive pay and stock options
12 days of PTO your first year with increases thereafter + Holiday Pay
Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
Newly added HSA and Pet Insurance
401K Plan with Matching
Casual Dress
Other fun team events and Spirit Days
Open door policy / Open office floor plan