EML Payments 8330 Ward Parkway, Kansas City, MO, USA
Nov 14, 2019Full time
The team you’ll be joining EML Payments is a global leader in payments transaction technologies, turning everyday interactions with businesses into exceptional experiences. We create awesome, instant and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. We are a global tech company that provides our clients with innovative alternatives to bank solutions for reloadable and non-reloadable prepaid Visa, MasterCard and EFTPOS programs. We create a product and brand that embodies the most innovative prepaid payment solutions in the industry. Our team knocks the boring out of payments and we do it in our own unique way: having a ‘one team’ mentality, being open, honest and trusted, bringing awesome every day, and knowing that simplicity is genius! Our core values are One Team, Openness, Awesomeness and Simplicity. The Challenge This position is responsible for handling all incoming and outgoing telephone/fax inquiries related to EML products and services. This position is responsible for researching and resolving issues reported by supported programs and technologies including shopping center employees, merchants and cardholders to ensure the highest level of customer satisfaction. Potential for a full-time position after the holiday season, growth and development! 4 shifts available: Tuesday - Saturday, 10a-7p or 11a to 8p OR Sunday - Thursday, 10a-7p or 11a to 8p. EDUCATION AND EXPERIENCE REQUIRED: Bachelor’s degree and/or 2 years of equivalent work experience Fluency in French and/or Spanish preferred DISTINGUISHING CHARACTERISTICS: The Client Support Representative must exhibit the following characteristics: Team orientation Curiosity and Assertiveness Self-direction and strong sense of ownership High level of urgency Commitment to winning Agent of change Customer Focus Multi-tasking Sense of Humor Pride in work and accomplishments Belief in personal and team accountability Attention to detail Humility Self-awareness ESSENTIAL DUTIES AND RESPONSIBILITIES: The Client Support Representative role will be responsible for being self-directed in the following duties and responsibilities: Answer a high volume of inbound calls and maintain a rapid response rate according to agreed Service Level Agreements (SLAs). Make outbound calls to merchants, programs, or cardholders as needed Professionally communicate in all formats, both internally and externally Identify solutions to defuse customer frustration to minimize escalations to Team Leads and Managers whenever possible Establish and maintain effective working relationships with customers and EML team members Maintain regular consistent and professional attendance and punctuality Language translations of documentation (if bi/tri-lingual) Pursuit of personal development of professional skills and technical knowledge necessary for the effective performance of the role Other duties as assigned DESIRABLE KNOWLEDGE, SKILLS AND ABILITIES: Proficiency with Microsoft Office products (especially Word, Excel, and PowerPoint) and EML technology products (Atlas, Cardspot, Etc) Excellent communication skills, including verbal, written and active listening Strong problem solving and confident decision making skills Diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind Knowledge of Client Support procedures and solutions Flexibility with schedules and deadlines Able to work independently with minimal supervision and guidance Maintain confidentiality of information, as appropriate Perform detail-oriented work accurately with frequent interruptions Open and adaptive to change Supportive of department goals and priorities Desire to drive improvements in team and customer efficiency PHYSICAL REQUIREMENTS AND WORKING CONDITIONS: Essential functions require sitting approximately 90 percent of time, with balance of time spent traveling to various locations within the office building, Must be able to answer telephones and meet with employees and others who have business with EML. Must be able to read a variety of printed or handwritten material including statements, reports, and/or forms. Must be able to operate office equipment including a computer, fax, copier, etc. Must be able to hear and speak clearly and distinctly to provide information in person or on the telephone.