Call Center - Customer Rep - OVERNIGHT

About the position

The Customer Experience Representative at Deposita, an Allied Universal® Company, is responsible for delivering exceptional customer service in a call center environment. This role requires working overnight shifts and involves in-person training for the first 45 days, after which remote work may be possible. The representative will address customer needs, resolve technical issues, and maintain accurate records of interactions.

Responsibilities
• Identify customers' needs, clarify information, provide direct support or guidance toward resolution.
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• Tackle a variety of problems in technical systems with skill and accuracy.
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• 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.
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• Willingness and ability to be cross-trained in other areas of the department.
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• Consistently demonstrate effective personal performance that positively impacts departmental performance metrics.

Requirements
• High school diploma or equivalent.
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• Minimum of two (2) years of work experience in a Technical Customer Service Call Center.
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• Strong understanding of customer service and customer relations.
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• Highly motivated with a strong desire to learn.
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• Ability to exercise good judgment and decision-making.
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• Familiarity with creating cases and case numbers and escalations using CRM and other systems.
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• Effective written and oral communication skills.
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• Able to assess and evaluate situations effectively.
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• Skilled in identifying critical issues quickly and accurately.
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• Able to write informatively, clearly, and accurately.
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• Problem-solving and analytical skills.
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• Ability to work in a team environment.

Nice-to-haves
• Experience in a technical support role or other technical experience.
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• Associate's degree in information technology, Computer Science, or a related field.
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• Basic understanding of software/hardware troubleshooting.
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• Experience in Service Now and TalkDesk.
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• Experience in retail cash offices.

Benefits
• Medical, dental, vision, basic life, AD&D, and disability insurance.
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• Enrollment in the company's 401(k) plan, subject to eligibility requirements.
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• Eight paid holidays annually, five sick days, and four personal days.
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• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

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