Client Services Specialist

Client Services Specialist

Help the world buy it and go

Cantaloupe is a FinTech company that is constantly evolving the way companies across the globe manage, optimize, and automate the critical decisions made on a daily basis. We are committed to helping businesses grow smarter, better, and faster than ever before. Our vision is to ultimately help the world buy it and go.

The Client Services Specialist is responsible for handling customer service and support calls as well as data entry (new Customers, Returns and Refunds, and Support cases). Has to know the Cantaloupe, Inc. products well enough to resolve customer issues or to know when to escalate the call to the next level responder. Person must be a team player who is able to multi-task, work in fast paced environment and interact well with customers, consumers, and fellow employees.  

Essential Duties and Responsibilities:  

• Core duties and responsibilities include the following. Other duties may be assigned.  
• Answer customer service phone calls and emails and be able to discern the problem and either resolve the issue or escalate call to the next level.  
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.  
• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes.  
• Refer unresolved customer issues to designated departments for further investigation.  
• Enter new customers in multiple software systems using submitted account paperwork.  
• Enter consumer refunds in a timely and accurate fashion.  
• Enter and track customer hardware service requests (RMA’s). 
• As part of our commitment to maintaining the highest standards of financial integrity, this position may also involve responsibilities related to SOX compliance.

Competencies:  

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.  

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.  

Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.  

Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarifications; Responds well to questions.  

Problem solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.  

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treat others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.  

Teamwork – Contributes to building a positive team spirit; Supports everyone’s efforts to succeed.  

Written Communications – Writes clearly and informatively; Able to read and interpret written information.  

Qualifications:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made upon request to enable individuals with disabilities to perform the essential functions.

Education