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Client Support Specialist

2 months ago

Temple, Texas, United States Movate Full time

JOB DESCRIPTION :
Customer Service Role - ONSITE.

  • Customer Service Specialist: Engages directly with clients before and after transactions through various communication channels. Aids the sales team by fostering and sustaining positive customer relationships, which can significantly influence service and product revenue. Collaborates with different departments to achieve maintenance service sales objectives. Works with clients and distributors to accurately report equipment issues and provides management with detailed reports. Responsibilities may include pre-sale and post-sale support.
This position does not include supervisory duties.

  • Manage all customer interactions (phone, email & live chat) in accordance with established Customer Service protocols and timelines as per defined service level agreements (SLAs).
  • Stay updated with internal customer service Standard Operating Procedures (SOPs).
  • Investigate suspicious customer behavior, taking necessary actions as outlined in the SOP, including monitoring transactions and customer records through internal and external fraud prevention systems.
  • Communicate effectively using Customer Relationship Management and incident management tools.
  • Provide Know Your Customer and document verification services to clients.
  • Additional responsibilities may include updating and creating SOPs, addressing customer complaints, and executing outbound campaigns.
  • Demonstrate a commitment to promoting responsible gaming practices.
  • Utilize both internal and external systems to access customer personal data, including transaction history, payment details, responsible gaming limits, exclusion status, and identity verification to assist in resolving customer inquiries and issues. Systems include but are not limited to OPS, THOR, GeoComply, and various payment processing back offices.

Job Type:
Full-time

Pay:
$16.00 per hour

Benefits:
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • On-the-job training
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Referral program
  • Vision insurance

Shift:
  • Day shift
  • Morning shift
  • Night shift
  • Rotating shift

Work Location:
In person