Description
Do you have a passion for technology and helping people? As a Client Services Representative you will apply technical expertise with a passion for solving problems to build positive lasting relationships with our clients.
In this role, you will be working cross-functionally, being empowered to use our tools to resolve troublesome customer issues by identifying and targeting root causes, while balancing the financial realities and strategic goals of the company.
As a Client Services Representative, you will focus on three key areas: Addressing client concerns, building client relationships, and partnering with cross functional groups to achieve organizational objectives.
A bit about us…
At Vanco, we serve those who enrich our communities. Vanco provides businesses, nonprofits, and educational organizations with a complete range of payment solutions and administrative software. Our solutions make payment processing simple and ease administrative burdens for faith-based groups, nonprofits, and schools. Our customers trust Vanco to provide streamlined payment and administrative solutions.
What you’ll be doing:
· Answer incoming calls and written inquiries promptly, accurately and in a professional and courteous manner
· Provide technical expertise to all Vanco clients to ensure prompt resolution of all issues/concerns regarding the use and application of Vanco products and/or services
· Possess proficient knowledge of Vanco products and services
· Use Vanco technologies to document all client inquiries in a clear and concise manner to identify trends
· Perform root cause analysis to identify call trends and offer solutions to improve overall client experience
· Demonstrate proficiency in the use of Vanco technologies as it relates to performing daily job responsibilities.
· Maintain confidentiality of privileged information provided by Vanco, Vanco clients, Vendors and business partners
· Report to work on the days and times as indicated in the employee schedule
· Strictly adheres to all rules and guidelines as outlined in the employee handbook or other Vanco published policies and procedures
· Perform all other duties as assigned
Requirements
Who you are:
· You have previous call center customer service experience in a fast-paced environment
· You are able to manage a high volume of calls and document calls in a timely manner in a fast paced, changing environment
· Proficient in the use of all MS products (Excel, Word, Outlook, PowerPoint, MS Office 365, etc.)
· You are able to make independent decisions as it relates to ensuring client satisfaction within the parameters outlined by the department policy
· You are action-oriented with a willingness to take calculated risks and be held accountable for actions
· You possess a high degree of professionalism with a strong client focus
· You are organized, able to multitask and redirect with urgent client requests
· You can communicate the English language well and work with different personalities and clients that have various levels of technical aptitude
· You have a high degree of verbal, written and mathematical skills
· You are a team player and possess the 4 Vanco values listed above
The starting hourly rate for this position typically starts between $18.00 - 21.00 Placement within the range is determined by a variety of factors, including but not limited to: knowledge, skills, years & depth of experience, location, and equity with internal team members.
For remote positions, employees must reside in one of the following locations:
AL, AZ, CA, CO, CT, DC, FL, GA, ID, IN, IL, KS, MA, MD, MI, MN, MO, MT, NC, NH, NJ, NV, NY, OR, PA, SC, TN, TX, UT, VA, WA, WI.
All other states are not in consideration for this role at this time.
Vanco is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
