Client Support Representative I

Who We Are

We are a rapidly growing technology company specializing in point-of-sale payment processing and delivery integrations for locally owned brick-and-mortar stores. Our mission is to accelerate the transition from traditional electronic cash registers to powerful new point-of-sale products.

Summary:
The Client Support Representative I provides exceptional customer service by resolving client inquiries and issues promptly and maintaining high client satisfaction. This role is crucial in building and maintaining positive client relationships.

Essential Duties and Responsibilities:

• Provide outstanding customer service by promptly and professionally responding to client inquiries and concerns via phone, email, or text.
• Communicate clearly and responsively with clients across all communication platforms.
• Collaborate with the Client Services team to efficiently meet client needs.
• Escalate unresolved issues to the appropriate department or team.
• Develop a thorough understanding of our products and services to accurately assist clients.
• Work closely with technical support and system administration teams to troubleshoot and resolve technical issues, ensuring effective problem resolution.
• Engage with account services, client success, and implementation specialists to comprehensively address client needs.
• Adhere to and enforce strict compliance with company policies and procedures.
• Maintain detailed records of customer interactions, documenting inquiries, complaints, comments, and actions taken.
• Provide feedback to Client Services Leadership on client needs, trends, and recurring issues to aid in continuous improvement.
• Update and adhere to team KPIs and individual performance goals.
• Perform additional tasks as assigned by management.

Schedule Requirement:
After the first 90 days of employment, this position will shift to a rotating schedule that includes evening shifts (3:00 PM – 11:30 PM) and weekends. Flexibility is essential to accommodate business operations and client support needs.

Knowledge, Skills, and Abilities:

• Proficient in customer service principles and processes, with a focus on meeting client needs.
• Ability to prioritize tasks based on urgency and solve problems effectively.
• Capable of working independently with minimal supervision.
• Detail-oriented, highly organized, and accurate under pressure.
• Flexible and adaptable to management direction and changes.
• Proficient in interacting effectively with diverse populations.
• Familiar with hardware, software, and technology systems pertinent to customer support.

Physical Demands:

• Typical office environment demands include handling office supplies up to 20 lbs.
• Ability to remain stationary and to move about the office.
• Must be able to communicate effectively with others and perform computer work for extended periods.

Education/Experience:

• Minimum 1 year of experience in customer service or a related field.
• Proficient in Microsoft Office, CRM software, and digital productivity tools like Office 365 and Slack.
• Excellent communication, analytical, problem-solving, and critical thinking skills.
• High school diploma or equivalent required; higher education preferred.
• Experience with Salesforce is a plus.

Position is full-time from our Westlake Village, CA office.

Please note that POS360 is a drug-free workplace and all candidates are required to undergo a pre-employment drug screening before being fully employed. This policy is in place to ensure the safety and health of all employees.

POS360, Inc. is an Equal Opportunity Employer
Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Job Type: Full-time

Benefits:

• 401(k) 6% Match
• Dental insurance
• Employee assistance program
• Happy hour
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person