InComm

  • Customer Service Representative, I (Spanish)

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

    InComm is a leading provider of cutting-edge prepaid products, services and transaction technologies to retailers, brands and consumers. InComm supports more than 400,000 points of distribution and helps retailers build prepaid card destinations, connects brands with new markets and gives consumers a simple, secure shopping experience.

     

    InComm stays ahead of emerging trends by analyzing market needs and leveraging its global, innovative commerce platform, go-to-market expertise and extensive partner relationships. With 123 global patents, InComm is headquartered in Atlanta and has offices in North and South America, Europe and the Asia-Pacific region. For more information, visit www.incomm.com or follow us on Twitter at www.twitter.com/incomm.

     

    General Description

     

    The primary tasks include answering all incoming calls, emails, and any other assignments by management. 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 “Customers” are: InComm Authorized Agents, wireless carriers, internal customers, the Market Team, Finance, and Self Service Machines.

     

    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.
    • Shift:  2:30 - 11:00 pm, with days off to be detrmined

    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 required.
    • 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.
    • 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 is an equal employment opportunity employer.  We adhere to a policy of making employment decisions without regard to race; color; religion; national origin; sex; sexual orientation; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law.

     

    *This position is eligible for the Employee Referral Bonus Program

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