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Job Details

Title
Customer Service Representative

Location
FL - Miami Dade Beach

Industry
Call Center

Salary Range
$35,000 - $38,000

Date Posted
March 20, 2019



PLEASE EMAIL YOUR RESUME TO BABBOTT@MASTAFFING.COM

Responsible for providing service and support to Franchisees by answering calls, voice-mail, web chat messages and e-mails in a contact center environment. Refer customers to the appropriate line of business for services not directly supported by the Contact Center. May be required to solve problems and investigate a wide variety of issues or requests. Work as a member of the Franchisee Advisor Team to ensure the successful resolution of all customer requests.

  • Provide first contact assistance to Franchisees, Development Agents, external Support Coordinators, regarding all aspects of IPC’s business.
  • Become familiar with multiple Subway platforms including electronic card applications, proprietary Point of Sale software, Gift Card terminals, and other projects as assigned.
  • Assist Finance department with intermediate level accounting and reconciliation tasks related to transactions in store
  • Ability to understand and explain all functional components of electronic card programs
  • Respond to incoming telephone, e-mail, voice-mail and chat submissions within established response times
  • Document all Franchisee interactions utilizing the Microsoft Dynamics CRM platform. The agent is responsible for managing his / her cases and ensuring timely follow up with all stakeholders.
  • Escalate complex issues to the appropriate business segments
  • Work both independently and as part of the Contact Center team on special projects.
  • Act as project leader for assigned projects, which may include planning, coordinating presentations and disseminating information
  • Assists with other departmental duties in order to meet business requirements
  • Share and absorb knowledge with fellow team members in order to strengthen the relationships within the team and with our Franchisees
  • Excellent organizational skills and attention to detail
  • Ability to work effectively in a multi-task, high volume environment
  • Professional telephone etiquette - ability to balance talking with listening
  • Self-motivated and results-oriented
  • Excellent verbal and written communication skills
  • Ability to problem solve and be poised under pressure
  • Ability to work independently and within a team environment
  • Ability to grasp concepts at a high level by learning rapidly and understanding concepts quickly
  • Maintain a positive demeanor and influence team members to achieve goals, while adapting to ever changing situations
  • Ability to interact with individuals at all levels of the organization and franchisee community
  • Strong PC skills including experience with Microsoft Office suite of applications
  • Bilingual (Spanish/French) a plus
  • Minimum 2 years customer service
  • Customer contact center experience a plus


 

 

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