Customer Service Representative

About the Role

Global Agility Solutions is hiring entry-level Customer Service Representatives for Walk-Up Centers (WUC-CSRs) to join their customer service team. This role involves communication skills and conversational interaction, assisting customers with various customer service and account management services.

Key Responsibilities

• Manage transactions with customers using cash drawers.
• Collect payments via cash, check, or credit/debit cards.
• Enter transactions into accounts receivable system, cash register, or cash receipt journal/log.
• Count cash and submit cash & supporting documentation at the end of the shift.
• Issue receipts, refunds, change, and/or transponders.
• Resolve program or service-related issues, ensuring customer satisfaction.
• Review physical documentation and scan and upload documentation as needed.
• Perform account establishment and management.
• Maintain/update customer account information using the back-office system (BOS) interface.
• Handle disputes and escalations.
• Communicate account and program information to WUC visitors.

Requirements & Tech Stack

• Strong communication skills over the phone.
• Ability to remember and deliver information professionally.
• Experience in customer service.
• Computer literacy required.
• Ability to follow policies, procedures, and regulations.
• Ability to meet or exceed business goals and objectives, fostering a team atmosphere.
• Ability to provide strong customer service, listening, eliciting information, and comprehending customer issues.
• Ability to exercise independent judgment to identify and resolve problems.
• Ability to work effectively in a structured, yet flexible and adaptable service center environment.
• Ability to execute in a fast-paced, high-demand environment while balancing multiple priorities.
• Ability to navigate multiple computer screens while working on the phone.
• Strong analytical skills with high attention to detail and accuracy.
• Bilingual speaking proficiency in Spanish/English preferred.
• High School diploma or GED.

Physical Demands and Work Environment

• Sit for long periods of time.
• Use hands to handle, control, or feel objects, tools, or controls.
• Repeat the same movements.
• Speak clearly so listeners can understand.
• Understand the speech of another person.
• Specific vision abilities include close vision and the ability to adjust focus.
• The noise level in the work environment is usually minimal.