Client Success Manager

Cash Depot is the largest independent provider in the United States specializing in retail cash management, consumer financial services, ATM solutions, and air/vac systems. An award-winning provider of financial technology, equipment, and services since 1983, we are supported by more than 270 operational employees and 160 nationwide service technicians. Our team is dedicated to meeting our partners’ needs through top-rated customer service, innovative technology and applications, durable equipment, and dependable on-site maintenance.JOB SUMMARY:The primary role of the customer service representative is to interact with customers to address their concerns, answer their questions and assist them with their needs. A customer service representative will often answer customer phone calls and emails, responding to customers’ questions and concerns.The Customer Service Representative interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.SUPERVISOR RESPONSIBILITIES:NoneDUTIES / RESPONSIBILITIES:Efficiently navigate between multiple systems to resolve complex customer concerns as it relates to one or more products or servicesRespond to all questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one call resolutionManage customer complaints within guidelines of company policy to ensure consistency and the highest quality of customer service. Provide follow-up by completing appropriate records and documentation.Maintain current knowledge of Company systems, policies, procedures, reporting and other information to identify customer needs and ensure customer satisfactionConsider each customer contact as an opportunity to sell or promote additional value-added products or services offered by the companyPerform basic troubleshooting for one or more products or servicesAdhere to a set schedule including breaks, lunches and schedule open time to ensure availability to answer the customer’s call and provide exceptional serviceUncover customer wants, interests and needs in each customer interaction to effectively save the product and offer additional products and servicesGuide and process customer orders and inquiries in a fast-paced environmentProvide knowledgeable answers to questions about products, pricing and availabilityBecome a product expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer serviceHandle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolutionBuild sustainable relationships and trust with customer accounts through open and interactive communicationTrack all calls received and communicate resolution to impacted parties as necessaryFollow-up with customers regarding problem resolutionEscalate and notify management of business impacting problemsDemonstrate sensitivity to customer perspectiveSubmit workflow emails related to new contracts or changesProcess customer requests for changes, generating reports and access to mobile applicationsKeep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions takenComplete contract forms and prepare change of ownership paperwork in a timely mannerMake outbound contact via telephone and email when required to provide customers with timely and accurate informationAct as back-up to front desk as neededAny other tasks, as assignedJoin a company where your contributions directly pay off.We believe in sharing success with our employees, which is why our benefits are designed to invest in you—now and in the future:Generous Profit‑Sharing Bonus — share directly in the company’s success and reap the rewards of what we build togetherCompetitive Medical, Dental & Vision coverageCompany‑paid Life Insurance & Short‑Term DisabilityPaid Holidays and PTOMedical Deductible Reimbursement & Wellness Benefit Programs401(k) with Company MatchREQUIREMENTS: (Education, Experience, Skills, Abilities)High School diploma or GED equivalencyOne (1) year of customer service experienceBasic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systemsGood written communication skills to include accuracy and relevant client informationAbility to work with confidential information in a professional mannerAbility and willingness to work a flexible schedule/overtime, as neededAbility to adapt to change and work in a fast paced environmentDemonstrated proficiency in basic computer applications, such as Microsoft Office software productsExcellent communication and organizational skills as well as a friendly and outgoing personalityAbility to work under pressure and handle multi-task work environmentMust be well organized, detail-oriented and have excellent time-management skillsPHYSICAL REQUIREMENTS:The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.The Team Member is occasionally required to lift and/or move 50+ pounds, sit; stoop, bend and kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.WORK ENVIRONMENT:This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines, etc.This is a full-time position. Core days/hours are Monday through Friday, 8:00 am to 5:00 pm, Saturday and Sunday, 8:00 am to 4:00 pm. (Weekend rotation schedule.) Evening hours are Monday through Friday until 8:00 pm. Occasional overtime required.OTHER DUTIES:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice. #J-18808-Ljbffr