[Hiring] Customer Experience Representative @Allied Universal

Role Description

Deposita, an Allied Universal® Company, is hiring a Customer Experience Representative. The Customer Experience Representative is a part of a dynamic, customer-focused team and plays a pivotal role in providing the highest quality customer experience to our customers.

Compensation:

• $17.00 per hour base rate
• $18.00 per hour for bilingual (English/Spanish) representatives

Location: Remote

Preference: Preference is given to applicants living within commuting distance of Jupiter, FL.

Responsibilities:

• Identify customers' needs, clarify information, provide direct support or guidance toward resolution
• Tackle a variety of problems in technical systems with skill and accuracy
• Create cases for all calls and emails received, enter the history of the problem, all steps taken, and subsequent resolution if resolved at the Help Desk or escalate to appropriate next level
• Maintain customer service as an utmost priority and continuously develop the ability to deal with challenging customer conversations
• Discern changes in call types and report to management
• Monitor health of network, hardware, and software for our customers
• Track escalations through proper channels to completion

Qualifications

• High school diploma or equivalent
• Technical call center support experience
• Experience in a technical support role, or other technical experience
• Strong understanding of customer service and customer relations
• Ability to take initiative and learn new processes and concepts
• Ability to exercise good judgment and decision-making
• Effective written and oral communication skills
• Basic understanding of software/hardware troubleshooting
• Able to assess and evaluate situations effectively
• Able to identify critical issues quickly and accurately
• Able to write informatively, clearly, and accurately
• Problem solving and analytical skills
• Ability to work in a team environment

Requirements

• Associate’s degree in Information Technology, Computer Science, or a related field (preferred)
• Experience in Service Now and TalkDesk (preferred)
• Experience in retail cash offices (preferred)

Benefits

• Medical, dental, vision, basic life, AD&D, retirement plan, and disability insurance
• Eight paid holidays annually, five sick days, and four personal days
• Vacation time offered at an accrual rate of 3.08 hours biweekly; unused vacation is only paid out where required by law