Customer Experience Representative

2 weeks ago

Nashville Tennessee, United States CPI Card Group Full time
Job Summary

CPI Card Group is seeking a highly skilled Client Success Representative to join our team. As a Client Success Representative, you will be responsible for analyzing client questions and concerns, escalating problems to appropriate teams, and providing solutions to the satisfaction of the client.

Key Responsibilities
  • Oversee supply orders for existing clients and ensure timely shipment by coordinating with internal teams
  • Proactively reach out to clients if their orders cannot be fulfilled and provide alternative solutions
  • Conduct internal research when issues arise and troubleshoot appropriately
  • Assist the Customer Service Team on communication and coordination of EMV chip conversions with existing clients
  • Complete monthly billing reports for accounting and bill clients upon completion of requested work
  • Support live clients with artwork/graphics requests
  • Submit artwork requests to Visa for approval
  • Ensure the timely and accurate delivery of client communications; document activity in internal CRM
  • Understand and manage client expectations and service needs by building and maintaining positive relationships (both internal and external)
  • Oversee client-facing special projects such as Visa/MC mandates
Requirements
  • Strong analytical problem-solving skills, identifying and resolving unique problems
  • Experience in delivering client-focused solutions based on client need
  • Strong customer service, critical thinking, and problem-solving skills
  • Proficient in Microsoft Excel and Word; VBA/Macros
  • Ability to troubleshoot issues and determine root cause
  • Resourceful in establishing and nurturing key relationships both internally and externally
  • Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction
  • Elementary English proficiency communication skills necessary
Qualifications
  • High school diploma or general education degree (GED) and minimum 1-3 years of experience in an administrative role in customer service, sales, or sales support environment
  • Financial service industry experience, preferred
Work Environment

The Client Success Representative will work in a typical office environment with prolonged sitting required (1-2 hours at a time). Ability to move around the office to attend meetings, deliver items, gather supplies, set up meetings, etc. Lifting up to 20 lbs occasionally.

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