Customer Care Representative

Customer Care Representative

Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are, and you contribute. The Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

The Customer Care Representative will manage general inbound customer service calls, employee cases issued through a CRM tracking tool and emails communication. The individual is comfortable communicating in all forms from in-person interactions, phone calls, and email correspondence and builds ongoing relationships with client appointed program administrators. The incumbent manages all types of customer interactions, which could include upset or confused participants or administrators, and distraught or emotional situations.

Supervisory Responsibilities:

• Become knowledgeable of all CSI accounts payable products and processes
• Manage and provide all necessary customer services, including but not limited to product delivery, supplier enablement, supplier support, and ongoing account support
• Accurately answer customer account related inquires, often requiring in-depth troubleshooting, diagnosis, or engagement of other departments
• Educate customers on best practices and processes regarding accounts payable processing
• Confidently lead customers through conference calls and training
• Proactively manage vendor enablement campaigns and databases
• Provide necessary reporting to customers timely
• Become APSC (Accounts Payable Solutions Consultant) certified
• Actively participate as a CSI team member by offering ideas and input to support and enhance current CSI products, processes, and programs, and work collaboratively to ensure customer success
• Perform all duties within assigned timeline and effectively communicate progress of assigned tasks.
• Take ownership of other special projects and assignments to support the business as needed
• Bring energy and a positive attitude to ensure positive customer experience
• Perform other duties as assigned

Required Skills/Abilities:

• Strong communication skills both verbal and written
• Adaptive to frequent process changes
• General skillset to perform/navigate on Microsoft OS; minimum of 60 WPM

Education and Experience:

Required:

• A minimum of 1 - 2 years previous customer service experience
• Bachelor's degree, ideally in business, communications, finance, or related fields
• All applicants must successfully complete a background and drug test

Preferred:

• Experience with Excel (Intermediate or Advanced) and SalesForce desired but not required
• Financial/Banking, Technology, or FinTech backgrounds preferred; Credit card processing or credit card services background also helpful
• Experience in telecommunications, media, and/or hospitality a plus

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.

EEO Statement:

The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process, contact View email address on click.appcast.io.