What are the responsibilities and job description for the Client Success Representative position at CPI Card Group?
Overview
The Client Success Representative is responsible for analyzing client questions and concerns, escalating problems to appropriate teams and providing solutions to the satisfaction of the client.
Responsibilities
Major Responsibilities:
Qualifications
Physical Demands
Company Overview
CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.
Benefits
Competitive pay rates and an inclusive, empowering and rewarding culture.
Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.
CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.
The Client Success Representative is responsible for analyzing client questions and concerns, escalating problems to appropriate teams and providing solutions to the satisfaction of the client.
Responsibilities
Major Responsibilities:
- Oversee supply orders for existing clients and ensure timely shipment by coordinating with internal teams
- Proactively reach out to client if their orders cannot be fulfilled and provide alternative solutions
- Conduct internal research when issues arise and troubleshoot appropriately
- Assist Customer Service Team on communication and coordination of EMV chip conversions with exiting clients
- Complete monthly billing reports for accounting and bill clients upon completion of requested work
- Support live clients with artwork/graphics requests
- Submit artwork requests to Visa for approval
- Ensure the timely and accurate delivery of client communications; document activity in internal CRM
- Understand and manage client expectations and service needs by building and maintaining positive relationships (both internal and external)
- Oversee client facing special projects such as Visa/MC mandates
Qualifications
- High school diploma or general education degree (GED) and minimum 1-3 years of experience in an administrative role in customer service, sales or sales support environment
- Financial service industry experience, preferred
- Strong analytical problem-solving skills, identifying and resolving unique problems
- Experience in delivering client-focused solutions based on client need
- Strong customer service, critical thinking and problem-solving skills
- Proficient in Microsoft Excel and Word; VBA/Macros
- Ability to troubleshoot issues and determine root cause
- Resourceful in establishing and nurturing key relationships both internally and externally
- Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction
- Elementary English proficiency communication skills necessary
Physical Demands
- This is a onsite position; ability to be onsite in the office; work a minimum of 40 hours per week;
- Hours are minimum 40 hours per week during company’s regular business hours however evening and/or weekend work may be required as job duties demand;
- Work is in a typical office environment; prolonged sitting required (1-2 hours at a time); ability to move around the office to attend meetings; deliver items; gather supplies; set up meetings; etc. lifting up to 20 lbs occasionally.
- Work environment: Usual office setting; close contact with employees for long periods of time. The noise level in the work environment is usually minimal.
- Position may require minimal travel by car and/or plane.
Company Overview
CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance. Learn more at www.cpicardgroup.com.
Benefits
Competitive pay rates and an inclusive, empowering and rewarding culture.
Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.
CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.