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    Customer Support Consultant - Orlando, United States - Epos Now Group

    Epos Now Group
    Epos Now Group Orlando, United States

    3 weeks ago

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    Description

    Job Description

    Job DescriptionSalary: $31,000

    Location: Orlando, Florida.

    Role title: Customer Support Consultant.

    Salary: $31k plus bonuses | bi-annual salary progression up to $40,000.

    Hours: See about the role for shift patterns.

    About the company.

    This market-leading fintech company supports over 50,000 businesses across 71 countries and works within the payments and point of sale (POS) space. Its mission is to make commerce accessible for everyone. After such successful development, this company is expanding its customer service department to support a growing customer base.

    With an inclusive culture, this company supports every employee with a personalised progression plan to identify a clear and achievable career path for success.

    About the role.

    The service department supports customers across two critical areas; setup and training during their first 30 days, and post-setup care and support.

    Customer support consultants focus on post-setup care. You will be effectively handling customer queries via telephone calls, email and web chat. Being a confident communicator with a friendly attitude, you will ensure customers enjoy an outstanding experience at every interaction, and hit your revenue and customer satisfaction targets.

    You will be working at the Orlando office, and there is a rotating shift pattern for this role, which changes weekly. This is to ensure staff coverage to help customers. The hours for these three shift patterns are 8am to 5pm, 9am to 6pm, and 10am to 7pm. You will also be expected to work one in every four Saturdays, and one in every eight Sundays.

    Responsibilities.

    • Handle customer queries via telephone calls, email and web chat. Ensure the most effective outcome possible and deliver exceptional customer service.
    • Deliver against defined KPIs in key areas; quality and productivity.
    • Actively develop and nurture meaningful customer relationships.
    • Use the CRM to optimize customer experience and accurately record all
    • information.
    • Escalate relevant technical and complaint cases using the correct procedures.
    • Problem solve for customers and utilize the most relevant resources to deliver timely and effective solutions.
    • Proactively give feedback to improve processes or systems.

    Benefits.

    • Career progression and increased basic salary achievable by reaching revenue and customer satisfaction targets.
    • Earn uncapped commission through our inbound sales approach.
    • Total of 25 days paid holiday (19 days plus 6 federal holidays).
    • 401k matching.
    • Health insurance, dental and eye care (Gold, Silver, Bronze).
    • Employee Assistance Programme, which gives you access to:
      • Exclusive retail, restaurants, travel and accommodation discounts.
      • 24/7 access to a mental health and wellbeing online center.
      • Legal support, financial resources and e-learning.
      • Private dental and health scheme.
    • Company bonus scheme (bi-annual, based on company performance).
    • Company equity scheme (available after 1 year service).
    • Company celebratory events (summer and winter).

    Hiring process.

    Successful candidates will have a short screening call with RecruitmentJunky, before being invited for a video or face-to-face interview with a hiring manager.

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