Customer Support Representative

Cass Information Systems•Jacksonville, FL

16h

About The Position

The Customer Support Representative is responsible for handling incoming client and vendor account questions for either a dedicated assigned set of clients or any current clients utilizing our products and services. Resolving service issues, requests, and other issues through follow up with vendors and clients, and documenting interactions within our proprietary systems.

Requirements

Excellent written and verbal communication skills.
Strong organizational skills and ability to multi-task.
Proficiency in Microsoft Office suite.
Able to work in a team-based environment.
High school diploma or equivalent required.
One year of customer service experience in a call center environment preferred.

Responsibilities

Responds to incoming service related issues and questions: Provides clients answers to waste service plan and general account questions.
Resolves waste service issues (e.g. missed pickups).
Manages service requests (e.g. ordering pull and return on a compactor).
Coordinates temporary service needs (e.g. bulk/appliance pickups).
Troubleshoots equipment performance issues.
Works collaboratively with waste hauling vendors: Coordinates prompt, accurate response to service orders.
Resolves service issues (e.g. property damage, equipment damage).
Sends cancellation and LOA documentation as requested.
Requests invoice and contract data as needed for onboarding and ongoing support of clients.
Manages client support internal work activity report by ensuring all open issues and requests are resolved in time frame designated for each type.
Completes internal support activities as required: Extracts and enter all client, site, and vendor data related to new and existing clients.
Updates service and contract information within internal systems.
Gathers market related data and update appropriate information within internal systems.
Other duties as assigned.