Account Support Representative

The Account Support Representative is responsible for external and internal customer boarding activities, bank changes, account maintenance, as well as questions about billing, paying unpaid fees, and other customer issues. Account Support Representative is also responsible for maintaining any group email boxes as well as resolving IRIS tickets.

Company Background

Since 1989, CDE Services has provided innovative Point of Sale (POS) support and processing solutions to electronic payment providers and their merchants. In 2014, the Company began to offer a quick and easy solution to small bodegas, grocery, and convenience stores for EBT/SNAP payment processing. CDE established itself as an industry leader early on by providing a high-quality service and simple implementation, combined with a flat monthly price. Understanding market challenges led us to focus on investing in new processes and technologies. CDE began providing an upgraded payment solution allowing our merchants the ability to accept additional/new payment technologies. CDE now processes more than 12 different payment methods in a single device. By investing in new proprietary payment applications and adding expert payment talent, we continue to improve our payment solutions for new emerging markets. CDE has positioned itself as a solid leader in the industry with significant growth opportunities. As a fast-growing technology company, we continuously push ourselves to develop and implement innovative payment processing and delivery solutions. We are looking for hard-working, team-oriented candidates interested in entering the exciting FinTech space who can thrive in our dynamic environment.

Operations – Contact Center

Primary Duties and Responsibilities

• Process boarding and maintenance related to a customer’s account in a timely and customer focused manner.
• Identify and assess customers’ needs to achieve satisfaction.
• Effectively utilize software and database platforms required for managing retailer accounts, document all correspondence in CRM system.
• Work effectively in a team environment and communicate effectively with co-workers and management.
• Provide support within call center to technical support, sales team, and deployment when required.
• Maintain a positive attitude and calmly respond to customer inquiries or complaints.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Performs other related duties as assigned.

Qualifications & Skills

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Customer orientation and ability to adapt/respond to different types of characters.
• Proficient computer skills with traditional office platforms as well as CRM experience.
• Quick learner and adaptability.
• Commitment to providing excellent customer service.
• Detail oriented with a strong work ethic focused on results.
• Problem solver; ready to take ownership of assigned duties in a timely manner.

Job Requirements

• High school diploma or equivalent.
• Customer service experience with data entry required.
• Experience in the Point-of-Sale industry preferred.
• Fluent in Spanish, preferred.

Benefits

Family-oriented and professional development environment offering:

• 100% Medical insurance coverage for employees
• Dental, Vision, Flexible Spending Accounts (FSA), and Health Savings Accounts (HSA)
• Life Insurance
• Long Term and Short-Term Disability
• 401K
• Onsite gym with personal trainer on staff

Proposed Hours Travel

• Full time. 40 hours per week with assigned shifts.
• 100% in office work required.
• Flexibility to work standard shift and when necessary, extended business hours, after hours.
• No travel required.

Disclaimer

The duties and responsibilities listed above are subject to change and may not reflect all tasks required. You can expect that as CDE continues to grow and evolve due to changing market and regulatory demands, certain tasks may be re-distributed to concentrate skills. Any change in duties and responsibilities will be discussed with you in advance.

CDE is an equal opportunity employer.