Client Experience Analyst-Payment Devices

This will be a hybrid position located in Chicago, IL or Royal Oak, MI. 

We are looking for a reliable and client-focused Client Experience Analyst to join our Field Operations team. Client Experience Analysts will be responsible for handling client inquiries and resolving complaints through various communication channels such as phone, email, and/or chat. SpotOn requires a high level of professionalism and the ability to demonstrate excellent communication skills to ensure a positive client experience.

Responsibilities: 

• Respond promptly to client inquiries through multiple communication channels, including, but not limited to:phone, email, and/or chat, in a courteous and professional manner
• Provide accurate and effective solutions to clients, account executives, & other team member issues, complaints, and inquiries
• Document ALL client interactions and transactions accurately in the database system (backlog & inbox management)
• Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics
• Attend in person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion.
• Maintain and upkeep knowledge of SpotOn products, services, and policies
• Other duties as assigned by the supervisor or manager

Qualifications: 

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• 1 years of experience working in a call center, customer service environment, IT support or related field
• Software Experience - CRM Salesforce, Talkdesk or HUB or similar
• Must have excellent verbal and written communication skills to appropriately manage both internal and external partner relationships
• Fluency in Spanish or other languages a bonus! (Written and spoken)
• Experience with conflict resolution management techniques 
• Familiar with internal software applications such as CRM’s, Salesforce, and Talkdesk
• Able to create long lasting bonds with clients and colleagues.
• Minimum High school diploma or GED 
• Some college or technical school is preferred
• Strong problem-solving and critical thinking skills
• Excellent soft skills and diplomacy to effectively de-escalate quickly
• Ability to work under pressure and handle multiple tasks simultaneously

Benefits:

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• Restricted Stock Units
• Paid vacation, 11 company holidays, sick time, and volunteer time off 
• Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA , and other communities
• Monthly cell phone and internet stipend
• Subscription to Linkedin Learning to expand your knowledge on all kinds of fun topics
• Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice

* for those enrolled in the Anthem plan

Compensation:

• Our base pay range starts at $18 -$25/hr for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
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