Job Details

Customer Service Representative

Position Location as per Preference:
1st - 4501 Tamiami Trail N suite 400 Naples, FL, 34103
2nd - Pittsburgh, PA, 15222
3rd - Dallas, TX, 75234

Hybrid 3 days in office minimum

Initial Mandatory Training Schedule will be from 9-6 EST for first 6 weeks and thereafter they will be assigned for a 9 hours work shift anywhere between 8 AM to 7 PM EST.
Travel: Possibly a week a quarter - less than 10%
Days of the week: M- F 40 hours
OT: No OT but possibility of flex time - infrequent if at all

Industry background: Customer Service or Retail or Hospitality Background / Some Help Desk Support a plus.

Roles and Responsibilities:
Provide Tier 1 Customer Support/Service,
Resolve customers' service complaints by performing activities such as adjusting menu items, setting up new merchant, resolving technical issues,
Contact customers and respond to inquiries,
Refer unresolved customer grievances to designated departments for further investigation,
Keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken Channels of customer support expected to provide: email, phone, chat.
From 30 calls up to 150 calls/day depending on call load -ability to multitask needed.

Must Have Technical Skills Required:
Demonstrated Customer Service skills in industries such as call center, retail, hospitality etc., 1-3 Years of Experience Required.

Flex Skills/Nice to Have:
Escalations/Call center experience.
Basic Help Desk Support experience.
Spanish Speaking - Nice to Have.

Required bachelor's degree or equivalent work exp.

Pre-Screening Questionnaire:
1. How many years of troubleshooting/Call Center experience do you have?
2. What CRM's are you familiar with?

Interview Process: 2 step ITV
1st round with senior member on team
2nd round with HM

Hiring Manager Shortlist Stack Ranking:

1. Skill set
2. Location
3. Bill Rate
4. Former Client