Welcome To CDE Services, Inc - Applying For The Account Support Representative Position

Account Support Representative

The Account Support Representative will be responsible for communicating with retailers and resolving issues within agreements, bank change requests, questions pertaining to billing, facilitating payments, and general customer inquiries. The Account Support Representative is also responsible for maintaining group email inboxes as and resolving any contract-based Sales Force / IRIS tickets. The Account Support 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.  By solving for industry complexity, CDE established itself as an industry leader early on by providing high quality custom solutions to quickly repair and replace mission critical payment devices and peripherals.  As one of America’s first P2PE validated key injection facilities, CDE became the go-to solutions provider for secure asset management and delivery systems for the payment industry.  Understanding market challenges led us to focus on investing in new processes and technologies to assist merchants to begin accepting payments faster and more efficiently through our new activations center. By investing heavily in technology and talent, we provide our customers and internal stockholders on-demand data that is reliable and accurate leading to mutually beneficial partnerships and profitable shareholder returns for us and our customers. As a fast-growing technology company, we continuously push ourselves to develop and implement innovative custom 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.

             

Contact Center – Account Support Division

Primary Duties and Responsibilities

  • Resolve issues related to customer accounts in a timely and customer focused manner across all systems.
  • Effectively utilize software and database platforms required for managing retailer accounts; document all correspondences in CRM system.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Work productively in a team environment and communicate effectively with co-workers and management.
  • Provide cross departmental support for Help Desk, goEBT Sales Team, and Deployment when needed.

 

Qualifications & Skills

  • Excellent written and verbal communication skills.
  • Strong computer skills with traditional office platforms as well as program specific platforms required for the goEBT program.
  • Commitment to providing excellent customer service.
  • Experience in the Point-of-Sale industry, preferred.
  • Strong work ethic and attention to detail.
  • Excellent organizational and multitasking abilities.

Job Requirements      

  • 1-2 years’ customer service or equivalent work experience.  
  • Knowledge of all required internal systems/software: Salesforce, Deployment, EPPIC and Outlook for EBT, ECC, WIC and POSS systems.
  • Knowledge of all required software for current Specialty Products plus any new product lines added to CDE Support.
  • Understanding of all hardware/equipment supported by CDE Services.
  • Ability to maintain and calm, empathetic, and professional attitude towards customers at all times.
  • Fluent in Spanish, preferred.
  • Proficient in Microsoft Excel.
  • Experience with telephony software (New Voice Media preferred). 

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
  • Opportunity for bonus to commensurate with experience and depending on both individual and company objectives to be agreed upon.

 

Proposed Hours + Travel        

  • 40 hours per week, assigned shifts.
  • Must work at office site.
  • No travel required.

 

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 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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