Additional Information
Now is your chance to join an organization that drives change. We're a company that's consistently on top employer lists.
Why join us:
There is a reason we boast numerous awards like "Great Place to Work Certified" and "Best Place to Work" For Moms, Dads, LGBTQ, and VETS (just to name a few). At Deluxe, we know that great people make a great organization.
We value our people so offer the typical benefits (401K, PTO, Medical, Dental) PLUS: Flexible time off, volunteer time off, paid maternity/paternity leave, tuition reimbursement, pet bereavement and more!
A culture that keeps people. 42% of our team has been here over 10 years. When we asked our team why, we heard the people, benefits, family/home time, diversity, and team culture.
The Customer Care Agent is responsible for providing first-level service to all customers. This includes documenting and resolving Customer Care Cases for each software application and piece of hardware equipment, taking primary ownership of proper Case routing, first level escalation initiation, and Administrative tasks such as emails, faxes, voice mails, and setup of new Accounts. It requires a high degree of accuracy, efficiency, and multi-tasking.
Responsible for answering, logging and routing of all Customer Care calls as offered in various forms (phone, email, and voicemail). Response Time Service Level Objects required.
Responsible for the updating, closing, and adding repair duration where applicable for hardware and software Cases through SalesForce Service Console and with external vendors .
Performs first call technical resolutions via the technical understanding of solutions as gained through documentation, classes, SELF, and shadowing associates on application teams to increase knowledge of products.
Ability to multi-task Performing Call Center administrative tasks associated with the handling of electronic faxes, processing of the Professional Services to Customer Care Transitions, Scanner setups, T&M, Hot Fixes, Scanner Swaps, GARDA resets and user creation and routing of ASP setup workflows. Response Time Service Level Objects may apply.
Other duties may include but are not limited to the creation of research documents to be used in SalesForce Service Console and assisting other Call Center Associates in their duties as needed on a per day basis.
Deluxe · Remote