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    Sr Customer Support Rep - Jacksonville, United States - Cass Information Systems

    Cass Information Systems
    Cass Information Systems Jacksonville, United States

    3 weeks ago

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    Description

    ** Sr Customer Support Rep**

    **Job Category****:** Administrative/Support **Requisition Number****:** SRCUS01138 Showing 1 location **Job Details**

    **Description**

    The Sr. Customer Support Representative is responsible for handling incoming customer and vendor account questions (via phone and/or electronic), service issues and requests, resolving any issues through follow up with vendors and customers, handling any escalated issues from customer support representatives, working with customer support representatives to improve team proficiency, and documenting interactions within our proprietary systems.

    **PRINCIPAL RESPONSIBILITIES AND DUTIES:**

    Incoming service related issues and questions:

    + Provide customers answers to waste service plan and general account questions.

    + Resolve waste service issues (e.g. missed pickups).

    + Manage service requests (e.g. ordering pull and return on a compactor).

    + Coordinate temporary service needs (e.g. bulk/appliance pickups).

    + Troubleshoot equipment performance issues.

    Work collaboratively with waste hauling vendors:

    + Coordinate prompt, accurate response to service orders.

    + Resolve service issues (e.g. property damage, equipment damage).

    + Requesting information related to service and contracts for updating in our internal systems.

    Manage our internal customer service work activity report by ensuring all open issues and requests are resolved in a time frame designated for each type of issue.

    Resolve escalated customer service issues, including escalations from other customer support representatives

    Act as a subject matter expert in a similar area as below:

    + Primary external and internal resource regarding all equipment related items.

    + Maintain current regional and national market and vendor expertise related to equipment sales, pricing, and maintenance.

    + Knowledgeable related to the acquisition of contract and service related documentation / information for clients.

    Other duties as assigned.

    **KNOWLEDGE AND MINIMUM REQUIREMENTS:**

    Excellent written and verbal communication skills.

    Strong organizational skills and ability to multi-task.

    Proficient in Microsoft Office suite.

    Able to work in a team-based environment.

    High school diploma or equivalent required, bachelors degree preferred.

    2 years of customer service experience in a call center environment.

    1 year of senior level customer service experience in a call center environment.

    **APPLICATION PROCESS:**

    Please apply directly to this position via the Apply button. You will be required to create an account and provide your resume, contact information and other pertinent employment information. This process typically takes 20 minutes or less. Should we find that you meet the minimum requirement of the position, a member of our recruiting team will be in touch to start the interview process.

    **ABOUT OUR COMPANY:**

    Cass Information Systems, Inc. (NASDAQ: CASS) is a leading provider of integrated information and payment management solutions. Cass enables enterprises to achieve visibility, control and efficiency in their supply chains, communications networks, facilities, and other operations. Disbursing over $60 billion annually on behalf of its clients, and with total assets of $1.7 billion, Cass is uniquely supported by Cass Commercial Bank. Founded in 1906 and a wholly owned subsidiary, Cass Bank provides sophisticated financial exchange services to the parent organization and its clients. Cass is part of the Russell 2000.

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

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    **Education**

    **Experience**

    **Licenses & Certifications**

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)

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