Job Description
This job can be performed remotely but should be local to the corporate office in Irving, TX for training.
Populus is an amazing company where our employees stay because they love their teams and the growth opportunities. Additionally, we offer a competitive 401K match, a generous paid time off package, and Health Benefits.
Our mission is to provide a broad range of quality financial products and services delivered with best-in-class customer service. We work and lead with integrity, and we celebrate employees who exemplify our values. Come join our team!
The Customer Support Representative is responsible for providing technical support, internet, and procedural support to our internal and external customers. Support will be delivered via telephone, operational support system (F1 tickets), email, and postal service. This position reports to the Customer Support Manager.
Major Responsibilities
Addresses technical and procedural inquiries from ACE locations
Respond and resolve to external customer requests via email or telephone and escalate when needed
Performs technical troubleshooting and diagnosis hardware and software issues
Implements solutions and escalates issues
Stays abreast of various product offerings as well as state regulations/requirements
Creates and clearly documents F1 tickets for all inquiries using the operational support system
Achieves satisfactory performance in all areas such as, but not limited to call monitoring, attendance, ticket resolution and knowledge testing
Demonstrates a commitment to customer service
Ensures the safeguarding of customer information
Key Competencies
Strong oral and written communication skills
Enthusiastic and excited about providing outstanding customer service, while exhibiting patience in daily work
Goal-oriented
Optimistic and upbeat demeanor
People oriented
Ideal candidates will be enthusiastic and excited about providing outstanding customer service, while having the ability to exhibit patience and personal ethics in daily work
Effectively integrates change and demonstrates flexibility
Must be receptive to feedback, coaching, and mentoring
Shows a positive attitude towards colleagues, customers, and employers
Internal/External Interactions
Field Employees (RVP/DM/Store Managers/Sales Associates)
External Customers
Other Corporate Departments
Minimum Qualifications
High school education or equivalent required
Flexibility to be scheduled Monday-Saturday between the hours of 7:30 a.m. to 10:00 p.m.
Knowledge of ACE center operations is a plus
Working knowledge of POS software and/or hardware peripherals is a plus
Experience documenting incoming calls via computer applications/databases is required
Must be proficient with computer usage, and be able to accurately enter data and notes
1 year preferred or equivalent work experience of 1st level call center or 1-year work experience related working in a customer care environment
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.
While performing the duties of this job, the employee is regularly required to sit, stand or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear. The employee must occasionally lift and/or move up to 50 lbs. Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.
Position Type/Expected Hours of Work
This is a full-time position. Days of work will vary; Saturday shift is required with 1 weekday off Monday through Friday. The working hours will vary between 11:00 a.m.to 9:30 p.m. Each shift will be 8 hours with 2 scheduled 15-minute breaks and a scheduled 30-minute lunch. Workdays and hours are subject to change.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in some work environments can be moderate.
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.
EEO Statement
Populus Financial Group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. In compliance with applicable law, Populus Financial Group does not discriminate against any applicant or employee on the basis of race, color, religion, creed, sex, sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), national origin or ancestry, ethnicity, age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, pregnancy status, or any other protected classification. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotions, discipline, compensation, benefits, and termination of employment.
Job Type: Full-time
Pay: $18.00 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Work Location: Remote
