Customer Support Generalist

Who We Are

CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.

DREAMteam (how we refer to all of us) You’re engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You’re a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You’re an extension of our talent acquisition team – always scouting top talent to join our team.

The Customer Support Generalist will assist the Technical Support team to ensure primary focus is on effectively resolving customer technical issues. In addition to call intake and case creation and queuing, this could also include other tasks such as coordinating hardware repairs, callbacks to customers on open cases, product return handling, administrative support of the CBORD/Horizon customer experience initiatives and other duties as assigned. The Customer Support Generalist has no management responsibilities. This position operates under close supervision.

Salary Range: $17.50 - 20/hour

What You’ll Be Doing

• Answer incoming calls in an efficient manner and set priorities accordingly
• Identify customer questions, concerns, and overall needs, sufficiently documenting the information in the case
• Screen and determine the proper destination for each call using established department procedures and assign or queue cases
• Use appropriate discretion in handling critical client calls and escalating calls to management
• Create and update cases based on communication from internal resources.
• Develop professional relationships with ongoing customers through excellent customer service.
• Follow company communication procedures, policies, and guidelines at all times
• Provide information to rest of team on critical situations with customers or support teams
• Perform each duty above with our customers' satisfaction as your number one priority
• Track and submit daily call statistics
• Assist in training new and temporary Customer Support staff

What You’ll Bring to the Table

• High school diploma/GED required; 2 year college equivalency desired
• Less than 18 months of experience in related role
• Excellent interpersonal communication skills, both verbal and written
• Exceptional phone skills (i.e. well spoken, excellent active listening skills)
• Ability to communicate and interact with all kinds of people
• Exhibits a positive, professional, solution-oriented, and enthusiastic attitude
• Ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Exhibits a positive, professional, solution-oriented, and enthusiastic attitude
• Ability to work well in a team environment
• Ability to follow department processes and procedures
• Proficiency with MS Office
• Familiarity with CRM systems a plus

Who You’ll Work With

• The Customer Support Generalist works with team members across almost all departments in the company particularly in the support area, including management. They are also the first voice that the customer hears when calling in and are responsible to ensure that they accurately capture the customers issues such that it is on the path of resolution.

Why be a part of the DREAMteam: DREAMperks

Stay Healthy

• Eligible team members have access to a robust health insurance plan on their first day of employment.
• To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year
• Access to an Employee Assistance Program

Enjoy Time-Off

Eligible team members are granted with the following paid time off annually:

• Vacation: 15 vacation days; pro-rated during the first year
• Holidays: 11 paid holidays each year
• Sick Time: 5 sick days; pro-rated during the first year
• Personal days: 3 personal days; pro-rated during the first year

Plan for the Future

• Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
• Access to FSA Plans & Commuter Benefit Plans
• 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay.
• Access to the Roper Employee Stock Purchase Plan
• Paid Parental Leave Program

Make an Impact

• DREAMcares (The Company’s outreach initiative to support our extended community): Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization

This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI

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