Customer Service Representative

This is a fully remote position, open to applicants in Kansas.

📋 Description

• Handle a significant volume of inbound calls while ensuring a swift response rate in line with established Service Level Agreements (SLAs).

• Initiate outbound calls to merchants, programs, or cardholders as required.

• Communicate professionally across all formats, both internally and externally.

• Identify effective solutions to alleviate customer frustration and reduce escalations to Team Leads and Managers whenever feasible.

• Build and nurture productive working relationships with customers and EML team members.

• Maintain consistent, professional attendance and punctuality.

• Translate documentation if bi/tri-lingual.

• Engage in personal development to enhance professional skills and technical knowledge essential for effective performance in the role.

• Complete additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree and/or 2 years of relevant work experience.

• Proficient in Microsoft Office applications, particularly Teams, Word, Excel, and PowerPoint.

• Familiarity with EML technology products, such as Atlas and Cardspot.

• Exceptional verbal, written, and active listening communication abilities.

• Strong problem-solving skills and confident decision-making capabilities.

• A diplomatic approach characterized by tact, patience, courtesy, tolerance, and openness.

• Understanding of Customer Service protocols and solutions.

• Flexibility regarding work schedules and deadlines.

• Ability to operate independently with minimal oversight and guidance.

• Maintain confidentiality of information as appropriate.

• Perform detail-oriented tasks accurately despite frequent interruptions.

• Open and adaptable to change.

• Supportive of departmental objectives and priorities.

• Commitment to enhancing efficiency for both the team and customers.

• Offers are contingent upon successful completion of pre-employment background screening, which may include a criminal record check.

🏝️ Benefits

• 20 days of paid time off annually, plus 5 additional flex-time days once qualifying PTO has been utilized.

• Paid leave for birthdays.

• 2 paid volunteering days each year.

• Enhanced paid parental leave: 12 weeks for primary caregivers and 4 weeks for secondary caregivers.

• Medical and prescription coverage through Meritain, with EML covering 90% of the premium, including $0 preventive care and telemedicine services.

• Access to a Health Savings Account (HSA) through UMB.

• Dental and vision insurance through Guardian, with EML covering approximately 75% of the premium.

• Employer-funded short-term disability (60% of salary) and long-term disability (60% of salary), with the long-term disability premium reimbursed by EML.

• Employer-funded basic life and AD&D insurance ($30,000), with optional coverage available for you and your family.

• Support for one relevant professional membership per year.