Client Support Representative

Client Support Representative

The focus of the Client Support Representative role is to provide outstanding customer care, problem resolution and request processing for Garda clients.

Responsibilities

This is a critical role at GardaWorld.  In order to succeed the Client Support Representative must professionally engage with clients to fulfill their requests in a timely and customer-friendly manner.  Tasks will include but not be limited to:

• Respond to inbound customer service requests in a professional manner via phone, fax and email.
• Proactively contact clients and internal partners to resolve issues and to collaborate on client solutions.
• Deliver results per customer-driven service level agreements and quality focus.
• Utilize tools, resources and technology to provide exceptional customer care.
• Adhere to company policies, standards and metrics for customer service activities.

• Work across teams to resolve customer needs and to expedite service requests.
• Partner with Sales and Account Managers in support of new and existing customer opportunities.

• Partner with Operations, Account Support, Support Services, Recon/Investigative Research, IT and Billing/Collections with a focus on ensuring consistent and coordinated efforts between the teams.
• Client Support Representatives are evaluated by their achievement of key measures, individual performance, work quality, productivity and customer satisfaction results. 

Job Requirements:

• This position requires a high school diploma, Bachelor’s degree preferred or relevant customer service experience

• Knowledge or experience in armored transportation, currency processing or related field is preferred.
• Three years of experience in a high volume, deadline oriented call center environment is required.
• Familiarity with Microsoft Office for Windows (Outlook, Word, Excel, PowerPoint and Access) is required; experience utilizing Siebel CRM software is strongly preferred.
• Position requires advanced knowledge of business office operations
• A minimum typing speed of 45 wpm is required. Typing speed is tested during the interview process.
• Call Center Technology, CRM and Telecommunication technology experience required.

• Adaptability – Flexible in a rapidly changing environment. Ability to multi-task and prioritize issues in a complex environment
• Attention to Detail - Attentive to all aspects of a task or work environment; alert; accurate.
• Relationship Management – Ability to develop positive relationships with and between co-workers and/or employees or other departments           
• Communication - Clear, understandable, and grammatically correct presentation of information
• Client/Customer Focus - Dedicated to meeting client expectations; able to develop and maintain relationships with clients; resolve client’s conflicts
• Organization/Time Management – Plans and prioritizes work; manages time pressures; deals with pressure through good planning
• Strong written and verbal communications skills.

BENEFITS & COMPENSATION:

We offer competitive wages and a great benefit package for full time employees: medical, dental, vision, holiday pay, paid vacation, 401K plan and much more! 

EOE, Drug Free Workplace