Alliance Bancard Systems is currently seeking an experienced Account Support Representative. This person will be the primary liaison between the customer and the company, ensuring a timely response to all customer inquiries. He/she offers a proactive and positive face to our customers and vendors and is responsible for ensuring customers are satisfied with our products and services. As a willing listener and cheerful talker, the Account Support Rep will be a voice for the needs of our customers by communicating mutual goals and objectives to management. He/she is a friendly, understanding, and patient team player.
To be considered for this position:
- Submit a cover letter and resume, in a Word or PDF format.
- Respond to ALL questions in this posting.
- Complete the assessments linked in this posting.
- Complete the recording for the phone interview.
Duties and Responsibilities:
To perform this job successfully, an individual must be able to satisfactorily perform each of the essential duties and responsibilities listed below. The duties and responsibilities include the following, though other duties may be assigned.
- Manages large volume of incoming and outgoing calls / emails
- Coordinates with clients for successful account onboarding experience with varying needs of technological capabilities
- Prepares billing for customers; coordinates issues with collections and other departments
- Assists with inquiries including funding, billing, fee, statement questions, change requests, etc.
- Interfaces with customers to resolve 1st tier/routine to 2nd tier/complex customer service calls and queries problems
- Develops and maintains positive customer relationships and addresses all customer concerns in a proactive and timely manner according to company standards
- Escalates queries and requests for action as appropriate
- Keeps key personnel fully informed of customer activity and issues
- Logs and tracks inquiries and maintains history records and related documentation
- Analyzes customer needs, identifies problems, researches issues, recommends solutions, and follows up to ensure a resolution
- Solves problems independently by gathering information and evaluating options
- Performs clerical duties such as scanning, filing, faxing etc.
- Performs general business and administrative assistance
- Attends ongoing training sessions to develop expert-level proficiencies in products, services, tools, and procedures
- Maintains exemplary attendance, a positive attitude, integrity and professional demeanor
Qualifications:
To perform this job successfully, an individual must be able to perform each essential qualification satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Highly productive with minimal guidance or supervision
- Possesses excellent organizational skills; manages time effectively and prioritizes competing tasks to meet deadlines
- Ability to work independently in a multi-task environment, as well as part of a team
- Strong, open communication with coworkers, managers, and external support departments
- Speaks clearly and effectively in a variety of settings
- Produces dependable, reliable results
- Has excellent attendance and completes quality work on time
- Emphasizes quality and reliability
- Expertise in Microsoft Office
- Moderate to high typing speed (50-70 WPM)
Education/Experience:
- Bachelor's degree preferred
- Knowledge of Spanish is beneficial, but not required
- Prior customer service experience required, minimum 2 years
- Account Onboarding: 1 year (Required)
- Inbound/Outbound Sales: 1 year (Preferred)
- Phone Support: 2 years (Required)
Hours of operation:
- Monday to Friday 9:00am to 5:00pm CST
- Staff arrival time is 8:45am CST
To apply for this position, please submit a cover letter and resume, in a Word or PDF format.
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
Application Question(s):
- Tell us about any skills, experience, or software knowledge you have that might be helpful in this job.
- What motivates you to do a great job at work, other than the paycheck?
- Tell us about a time when you found it difficult to work with someone. How did you handle the situation?
- What question(s) do you have for the company?
Experience:
- Account management: 2 years (Required)
- Microsoft Excel - Intermediate Level: 2 years (Required)
- Customer Service (by phone): 4 years (Required)
Shift availability:
Work Location: In person