Client Success Manager
About The Position
Cash Depot is the largest independent provider in the United States specializing in retail cash management, consumer financial services, ATM solutions, and air/vac systems. An award-winning provider of financial technology, equipment, and services since 1983, we are supported by more than 270 operational employees and 160 nationwide service technicians. Our team is dedicated to meeting our partners’ needs through top-rated customer service, innovative technology and applications, durable equipment, and dependable on-site maintenance. The primary role of the customer service representative is to interact with customers to address their concerns, answer their questions and assist them with their needs. A customer service representative will often answer customer phone calls and emails, responding to customers’ questions and concerns. The Customer Service Representative interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Requirements
- High School diploma or GED equivalency
- One (1) year of customer service experience
- Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems
- Good written communication skills to include accuracy and relevant client information
- Ability to work with confidential information in a professional manner
- Ability and willingness to work a flexible schedule/overtime, as needed
- Ability to adapt to change and work in a fast paced environment
- Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
- Excellent communication and organizational skills as well as a friendly and outgoing personality
- Ability to work under pressure and handle multi-task work environment
- Must be well organized, detail-oriented and have excellent time-management skills
Responsibilities
- Efficiently navigate between multiple systems to resolve complex customer concerns as it relates to one or more products or services
- Respond to all questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one call resolution
- Manage customer complaints within guidelines of company policy to ensure consistency and the highest quality of customer service.
- Provide follow-up by completing appropriate records and documentation.
- Maintain current knowledge of Company systems, policies, procedures, reporting and other information to identify customer needs and ensure customer satisfaction
- Consider each customer contact as an opportunity to sell or promote additional value-added products or services offered by the company
- Perform basic troubleshooting for one or more products or services
- Adhere to a set schedule including breaks, lunches and schedule open time to ensure availability to answer the customer’s call and provide exceptional service
- Uncover customer wants, interests and needs in each customer interaction to effectively save the product and offer additional products and services
- Guide and process customer orders and inquiries in a fast-paced environment
- Provide knowledgeable answers to questions about products, pricing and availability
- Become a product expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer service
- Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Track all calls received and communicate resolution to impacted parties as necessary
- Follow-up with customers regarding problem resolution
- Escalate and notify management of business impacting problems
- Demonstrate sensitivity to customer perspective
- Submit workflow emails related to new contracts or changes
- Process customer requests for changes, generating reports and access to mobile applications
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Complete contract forms and prepare change of ownership paperwork in a timely manner
- Make outbound contact via telephone and email when required to provide customers with timely and accurate information
- Act as back-up to front desk as needed
- Any other tasks, as assigned
Benefits
- Generous Profit‑Sharing Bonus
- Competitive Medical, Dental & Vision coverage
- Company‑paid Life Insurance & Short‑Term Disability
- Paid Holidays and PTO
- Medical Deductible Reimbursement & Wellness Benefit Programs
- 401(k) with Company Match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
