Salesforce Case Resolution Specialist

Salesforce Case Resolution 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.

Overview:

The Case Resolution Specialist will handle all the reported complaints/requests and problems of the for both Operations Team and general customer care Cases that requires follow up due to insufficient, inaccurate, and exceptions which requires clarifications internally and/or externally to resolve such issues as soon as they arise.

• The Case Resolution Specialist will be responsible for handling and taking appropriate actions on all escalated issues from various department cases.
• The Case Resolution Specialist will take the necessary steps to resolve such issues quickly and reassign them to the appropriate department for execution. This position will also serve as a backup to the various department duties as a redundancy for these roles.
• The Case Resolution Specialist will be an active proponent of continuous improvement and will make sure to recommend effective systematic changes.
• The Case Resolution Specialist will be an active proponent of effective and courteous internal and external communications to ensure all parties involved are aware of progress and constraints.

Additional strengths expected for this role are:

• The ability to handle multiple calls,
• The adaptability to handle all sorts of complaints and technical projects providing necessary information,
• Ensuring compliance with company protocols and functional knowledge of handling customer accounts.
• The minimum level of education preference includes an associate degree in business administration. Ability to keep track of KPI and reporting trends on reoccurrence of issues that requires root cause analysis for problem solving.
• Knowledge of Office 365, Teams, Excel, Word.
•  Knowledge of Salesforce Preferred  
• Resolve problem cases from Salesforce queue requiring follow-up due to insufficient, inaccurate, information as well as exceptions from the various departments listed below.

Transfers

o             Activations

o             Bank Account updates

o             Fee management

o             Deactivations

o             Onboarding

o             Device management

o             Customer account updates

o             Other tasks within Customer Operations group

General Duties:

• Supporting the Salesforce operations Queue teams with resolving cases requiring follow-up due insufficient, inaccurate, information’s as well as exceptions to help reach company objectives.
• Being a point of contact for the Salesforce Operations Queue on follow up actions and reassignment to the correct department.
• Proactively working towards efficiencies within the role over time.
• Answering email messages and resolving issues within cases.
• Regularly review and update documentation as needed for process improvement.
• Contacting customers to obtain missing information.
• Communicating internally important feedback from customers.
• May cover the responsibilities of other associates in the department as needed.
• Continuous improvement mentality though root cause Investigation and proper Corrective action implementation

Skills:

•             Big picture thinking

•            “Go getter” attitude to improve or streamline process.

•             Strong ability to multi-task across multiple functions of many roles in the department.

•             Team player – ability to collaborate with different functions in the organization.

•             Demonstrated ability to meet deadlines and requires minimal supervision.

•             Handle and prioritize simultaneous requests.

•             Strong problem-solving skills

•             Ability to communicate effectively across all levels of the organization.

•             Ability to navigate through the various systems performing multiple tasks.

•             Ability to monitor KPI leading and Lagging data for Trend analysis and Root cause Resolution.

Position will be reporting to Senior Team Lead – Operations Support

Why choose Cantaloupe:

We offer competitive benefits not just limi