Customer Care Agent

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. Basic Qualifications: Education and Experience: Basic computer skills. Preferred Qualifications: Education: High School/GED Experience: + 1 year of customer service or computer industry experience Banking industry background. Knowledgeable in the use of SalesForce Service Console. Completed personal qualification standards training in customer service. Additional Basic Qualifications: Must be 18 years of age or older This role is not permitted to be filled in the following locations Alaska, California, Colorado, District of Columbia, Hawaii, Louisiana, Mississippi, Montana, North Dakota, Puerto Rico, Rhode Island, Utah, West Virginia, and Wyoming. Compensation The compensation range for this position is $15.00 - $16.00 hourly. This position will be eligible for commission or an annual performance incentive The base pay actually offered will vary depending on job-related knowledge, skills, location, experience and take into account internal equity. Benefits In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked: Healthcare (Medical, Dental, Vision) Paid Time Off, Volunteer Time Off, and Holidays Employer-Matched Retirement Plan Employee Stock Purchase Plan Short-Term and Long-Term Disability Infertility Treatment, Adoption and Surrogacy Assistance Tuition Reimbursement These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families. Deluxe Corporation is an Equal Employment Opportunity employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law. Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process. Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected] .