Customer Service Representative

This position is responsible for handling all incoming and outgoing telephone/fax inquiries related to EML products and services, researching and resolving issues reported by supported programs and technologies, and ensuring the highest level of customer satisfaction.

What You Will Do

The Customer Service Representative role will be responsible for answering a high volume of inbound calls, making outbound calls to merchants, programs, or cardholders as needed, and identifying solutions to defuse customer frustration to minimize escalations to Team Leads and Managers.

Why It Might Be a Fit

To succeed in this role, you will have a Bachelor’s degree and/or 2 years of equivalent work experience, proficiency with Microsoft Office products and EML technology products, excellent communication skills, strong problem solving and confident decision-making skills, and a diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind.

Requirements

• Bachelor’s degree and/or 2 years of equivalent work experience
• Proficiency with Microsoft Office products (especially Teams, 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 Customer Service 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

Benefits

• 20 days' paid time off a year, plus 5 additional flex-time days once qualifying PTO has been used
• Paid birthday leave and 2 paid volunteering days a year
• Enhanced paid parental leave: 12 weeks for primary carers and 4 weeks for secondary carers
• Medical and prescription cover through Meritain, with EML paying 90% of the premium, including $0 preventive care and telemedicine
• Access to a Health Savings Account (HSA) through UMB
• Dental and vision cover through Guardian, with EML paying around 75% of the premium
• Employer-paid short-term disability (60% of salary) and long-term disability (60% of salary), with the long-term disability premium reimbursed by EML
• Employer-paid basic life and AD&D insurance ($30,000), with voluntary cover available for you and your family
• Support with one relevant professional membership a year