Customer Rep - Call Center - Remote

Company Overview:

Deposita(TM), An Allied Universal(R) Company has perfected the art of cash management using world-class innovation, technology, and tailored solutions. We serve customers in retail, wholesale and banking sectors through in-depth consultations. We ensure every security need is met and exceeded every step of the way. Join our Phenomenal team today!

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.

Remote position - Starting Rate at $17.00 per hour, with increased rate for bilingual FRENCH (CANADIAN) and/or Spanish speaking representatives of $18.00 per hour

RESPONSIBILITIES:

Identify customers' needs, clarify information, provide direct support or guidance toward to 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 (MUST HAVE):

• Formal Education, Licenses, and Certifications Required:
  • High school diploma or equivalent
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  Type and Length of Specific Experience Required:
  • Technical call center support experience
  • Experience in a technical support role, or other technical experience
  • Work history must demonstrate each of the following:
  o Strong understanding of customer service and customer relations
  o Ability to take initiative and learn new processes and concepts
  o Ability to exercise good judgment and decision-making
  o Effective oral and written communication skills
  Knowledge and Skills Required:
  • 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
•  
• OTHER RELATED ATTRIBUTES THAT WOULD ENHANCE HIRING CONSIDERATION:
• 
  These are other criteria that may enhance the hiring decision but would not rule out the candidate for consideration if not present.
  • Associates degree in Information Technology, Computer Science, or a related field
  • Experience in Service Now and TalkDesk
  • Experience in retail cash offices

BENEFITS:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company’s 401(k)plan, subject to eligibility requirements
• 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.

Allied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have difficulty using the online system and require an alternate method to apply or require an accommodation, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.