Customer Service Representative - Call Center

Allied Universal • Jupiter, FL

4d • Hybrid

About The Position

Deposita, an Allied Universal company, is hiring a Customer Experience Representative for its dynamic, customer-focused team. The representative plays a pivotal role in providing high-quality customer experiences and support. The position starts with a mandatory 45-day in-person training period at the company’s Jupiter, Florida office. After successful training and meeting required performance metrics, the employee transitions to remote work, with occasional in-office meetings and ongoing training sessions. Applicants must live within a reasonable commuting distance of Jupiter, Florida, for onboarding and future in-office visits. Starting pay is $17.00 per hour, with a rate of $18.00 per hour for representatives fluent in English and Canadian French.

Requirements

• High school diploma or equivalent.
• Technical call center support experience.
• Experience in a technical support role or other technical experience.
• Work history demonstrating a 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.
• Must live within a reasonable commuting distance of Jupiter, Florida, for the in-person training period and future office visits.

Nice To Haves

• A minimum of two years of technical customer service call center experience in a B2B environment is highly preferred.
• Associate’s degree in Information Technology, Computer Science, or a related field.
• Experience with ServiceNow and TalkDesk.
• Experience in retail cash offices.
• Fluency in English and Canadian French qualifies representatives for the stated bilingual hourly rate.

Responsibilities

• Identify customers’ needs, clarify information, and provide direct support or guidance toward resolution.
• Resolve a variety of technical system problems skillfully and accurately.
• Create cases for all calls and emails, document problem histories and steps taken, record resolutions, and escalate cases to the appropriate next level when needed.
• Prioritize customer service and continuously develop the ability to handle challenging customer conversations.
• Identify changes in call types and report them to management.
• Monitor the health of customers’ networks, hardware, and software.
• Track escalations through the proper channels to 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 where required by law.

What This Job Offers

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