InComm

  • Bilingual Customer Support Representative, I

    Job Location US-FL-North Miami
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

     

    About This Opportunity

    The focus is always on providing the customer the best service possible. InComm's objective is to maximize customer satisfaction while minimizing handle time. The goal is to resolve customer concerns on the first call. InComm's customers are InComm Authorized Agents, wireless carriers, internal customers, the Market Team, Finance, and Self Service Machines. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies.

     

    Responsibilities

    • Primary level support of customer care issues related to, but not limited to, payment investigations, InComm Self Service Machines (SSM), fraud investigations, tier 1 technical support.
    • Answering all incoming calls, triaging the customer concern and either addressing the need immediately or escalating the call to the proper team if absolutely necessary.
    • Research and analyze system and technical issues affecting InComm operations (reported or not reported), escalating them timely, appropriately and accurately.
    • Provide immediate and thorough support for SSM machines, including carrier/customer/dealer  payment processing issues.
    • Accurate use of the Customer Relationship Management (CRM) ticketing system where all customer (InComm services end user, dealer, carrier or market team) interactions are captured and recorded within CRM. 
    • Assist the market team members on their questions and concerns; especially with those related with the installation, maintenance and training of proprietary software and equipment.
    • Successful and timely completion of all daily work-tasks and special assignments.
    • Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
    • May at times be asked to assist with the production of job aids and documentation to support Customer Care work duties or other InComm team needs.
    • Regular and predictable attendance is an essential function of this position.

    Qualifications

     

    • 1 to 2 years previous job-related experience with no less than 6 months of customer service experience is preferred.
    • High School Diploma or GED; preference given to candidates with a BA or working towards one.
    • Basic PC knowledge, including Microsoft Office, Outlook, Info Path, Internet Explorer, etc.
    • Excellent written and verbal communication skills in English.
    • Fluency in Spanish is highly desirable.
    • Excellent phone etiquette.
    • Strong interpersonal skills such as: effective listening, empathy, and patience.
    • Ability to work independently and possess sound judgment to work under pressure.
    • Ability to defuse excited and irate Agents or customers.
    • Organizational and follow-up skills are required.
    • Dedication to exceed customer satisfaction must be exhibited at all times.
    • Must be friendly and positive on its interactions with customers, and patient enough to handle escalated issues without taking them personal.
    • Must be “flexible” to work different shifts including weekends; regular and predictable attendance is an essential function of this position; may be required to go to Remote Disaster Location (Atlanta) in case of hurricane/emergency. 

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

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