Welcome To CDE Services, Inc - Applying For The Customer Care Representative Position

 

Customer Care Representative

 

 The Customer Care Representative – will be handle all activities to maximize Retention of CDE customers including EBT, WIC, CRDB, and all other value-added services.  The Customer Care Representative will also be responsible for all collections, holds, and cancellation activities.  The Customer Care Representative will report directly to the Account Support Manager.

Company Background          

Since 1989, CDE Services has provided innovative Point of Sale (POS) support and processing solutions to electronic payment providers and their merchants. In 2014, the Company began to offer a quick and easy solution to small bodegas, grocery, and convenience stores for EBT/SNAP payment processing. CDE established itself as an industry leader early on by providing a high-quality service and simple implementation, combined with a flat monthly price. Understanding market challenges led us to focus on investing in new processes and technologies. CDE began providing an upgraded payment solution allowing our merchants the ability to accept additional/new payment technologies. CDE now processes more than 12 different payment methods in a single device. By investing in new proprietary payment applications and adding expert payment talent, we continue to improve our payment solutions for new emerging markets. CDE has positioned itself as a solid leader in the industry with significant growth opportunities. As a fast-growing technology company, we continuously push ourselves to develop and implement innovative payment processing and delivery solutions. We are looking for hard-working, team-oriented candidates interested in entering the exciting FinTech space who can thrive in our dynamic environment.

OPERATIONS DEPARTMENT – Retention/Collections/Cancellations/Research

Primary Duties and Responsibilities

• Resolve all Retention activities including inbound requests, outbound calls, and IRIS Ticket management.
• Understand and be able to communicate the value of all CDE solutions in order to maximize retention of accounts and value-added services.
• Process daily functions for Equipment Returns that includes these tasks includes mystery and refusal returns, RGA returns in IRIS, Paxstore equipment updates, Replacement NRE and Cancelled NRE.
• Ensure accurate reporting of cancellation/termination reasons.
• Follow all procedures and processes for Retention/Collections/Cancellations/ Research.
• Effectively work with sales/business development team for upsell/cross sell opportunities.
• Back up Account Support and Call Center teams as needed.
• Maintain established targets and standards for attendance.
• Maintain service level targets to meet and exceed requirements.
• Assist in projects and strategic rollouts as needed.
• Communicate challenges and advise solutions to Team Lead or Manager.
• Act as subject matter expert for Inbound Call Center retention calls.
• Offer suggestions, train, and communicate best practices.
• Perform other duties as assigned.
• Process daily functions for cancellations. This consists of Auto Cancels, EBT Cancellation, EBT and CRDB Cancellation, Same day Cancellation, and Corporate Cancellation
• Work daily tasks for Collections which include ACH rejects and CRDB rejects.
• Maintain daily Research functions. Research and Callback tickets
• Support retention daily tasks that involve retention calls and tickets within the defined SLA.
• Handle all activities to properly cancel/close accounts across all systems.

Qualifications & Skills

• Comprehensive understanding of CDE’s goals and objectives.
• Strong customer service orientation with a courteous and professional attitude.
• Good analytical abilities and attention to detail. 
• Excellent written and verbal communication skills.
• Strong problem-solving skills: critical thinking, able to identify solutions that may not have been discovered yet.
• Ability to experiment, explore, and find creative ways to resolve problems.
• Ability to multitask as needed.
• Willing and able to cross-train in the Inbound Help Desk and Sales & Account Support areas of the Contact Center.
• Understanding hardware/equipment supported by CDE Services.

Job Requirements     

• 3+ years of customer service experience required.
• 1-3 years’ EBT support experience. 
• Knowledge of all required internal systems/software: IRIS, Deployment, EPPIC and Outlook for EBT, ECC, WIC, CRDB and Value-added solutions.
• Knowledge of all required software and hardware for current Products plus any new product lines or value-added services to CDE.

Benefits         

Family-oriented and professional development environment offering:

• 100% Medical insurance coverage for employees
• Dental, Vision, Flexible Spending Accounts (FSA), and Health Savings Accounts (HSA)
• Life Insurance
• Long Term and Short-Term Disability
• 401K
• Onsite gym with personal trainer on staff

Proposed Hours + Travel      

• 40 hours per week
• Full-time
• Must work at office site
• Travel required: None

Disclaimer      

The duties and responsibilities listed above are subject to change and may not reflect all tasks required.  You can expect that as CDE continues to grow and evolve due to changing market and regulatory demands, certain tasks may be re-distributed in an effort to concentrate skills.   Any change in duties and responsibilities will be discussed with you in advance.

CDE is an equal opportunity employer.

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