To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Customer Experience Representative opportunity, you will have:

• A high school diploma or GED equivalent required  Quick question for you - click here
• Solid experience in a customer service / customer relations role; we will also consider new graduates with a strong customer orientation  Quick question for you - click here
• Self-motivation with a strong desire to learn
• Ability to exercise good judgment and decision-making skills
• Effective verbal and written communication skills, and strong active listening skills
• Mechanical aptitude; ability to learn and understand Cash Solutions hardware and software
• Computer proficiency;  experience with Google Suite preferred
• Strong problem-solver with empathy and the ability to remain calm under pressure
• Organization skills and attention to detail
• The ability to pass a drug screen and background investigation; if prior military, ability to provide, upon job offer, a DD214 discharge document with discharge status indicated

Preferred but not required:

• Experience in a technical support role, or other technical experience
• Associate's degree in Information Technology, Computer Science, or a related field
• Basic understanding of software/hardware troubleshooting
• Technical call center support experience
• Experience in Service Now and TalkDesk
• Experience in retail cash offices

Shifts include mornings (starting at 5 AM or later), afternoons (12pm or later) and overnights (9 PM start or later). All shifts include 2 paid 15-minute breaks and a paid 30-minute lunch. 

Reporting to the Shift Lead, you will be a part of a team of Customer Experience Representatives responsible for providing support to retail cash solutions' end users. You will be responsible for a steady stream of incoming calls and emails. You will respond quickly, efficiently and accurately, providing the necessary level of support (while we have contractually required time to answer, you can work with the client as long as is needed). You may be answering a question, diagnosing issues, explaining solutions, etc., but you will always provide front-line service that solves the issue and makes the customer feel valued and supported. You will have the training and knowledge to handle most interactions, but will also have the opportunity to escalate callers to a level-2 technician when needed. Quick question for you - click here

Upon joining us, you'll enjoy strong training on our processes and technology. If you are adept at troubleshooting mechanical devices, personal computers, printers, etc., you can be confident that you can learn our technology. To complete your tasks, you’ll also use your strong problem-solving, research and communication skills, and employ active listening abilities to identify and resolve problems. More specifically, you will:

• Identify customers' needs, clarify information, and provide direct support or guidance toward resolution
• Tackle a variety of problems in technical systems with skill and accuracy
• Create cases for all calls and emails received, enter the history of the problem, all steps taken, and subsequent resolution if resolved at the Help Desk or escalate to appropriate next level
• Maintain a passion for customer service and continuously develop the ability to deal with challenging customer conversations
• Discern changes in call types and report to management
• Track escalations through proper channels to completion
• Monitor health of network, hardware, and software for our customers
• Look for opportunities to improve processes
• Assist with as-needed projects during down time

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: G4S retail cash solutions are trusted, end-to-end solution that safeguards, transports and processes cash in the retail and corporate sectors.

Excellent training & learning program
You’ll begin with hands-on device training, classroom/web training, and work with a mentor to ensure you’re set up for success. You will learn and develop your skills in diverse areas from technical knowledge to administrative requirements and customer service finesse. Even beyond our 2-week curriculum and hands-on learning opportunities, we are also committed to developing our employees and promoting from within whenever possible.

Great team
Retail Cash Solutions is the market-leading innovator in cash automation. We are a software-based technology company with a history of delivering innovative solutions. Our team members are motivated individuals who help each other to do remarkable things every day. We face challenges together, and we win together. And together, we deliver world-class solutions that transform the way the world uses cash automation technology. We are careful to select people for our team who have demonstrated excellence through their skills, character, and background.

Wide opportunity
While there are ample areas in which you grow your career with G4S Retail Cash Solutions, you could also pursue opportunities in other divisions of G4S in North America and across the globe. With more than 50,000+ employees in the United States and Canada, and 600,000+ around the world, advancement can take you from New York to Hong Kong and everywhere in between.

Exciting time to join
There is a lot of energy and growth around G4S Retail Solutions and we expect the rapid growth of our division and operations to continue. We continually strive to optimize operations and enjoy a dynamic, entrepreneurial environment. With a strong focus and commitment to our team from leadership, we will continue to get better and better.

Exciting innovation
Across the organization, we're always evolving and introducing cutting-edge innovations in security. In fact, we have several exciting new products in development with more to follow. 

This role is the front line to the customer, so you'll need to bring a strong customer orientation to every interaction. Sometimes that just means remaining calm with end-users under stress and other times it means earning credibility by following up and following through. Those who thrive here genuinely enjoy providing service and helping to resolve issues so that customers can get back to their business. In addition, to be an outstanding Customer Experience Representative, you will be able to:

• Compile, sort, and interpret data
• Identify critical issues quickly and accurately
• Research, investigate, compile information
• Write informatively, clearly and accurately
• Work independently and as a strong team member
• Remain flexible and adaptable in a fast-paced, changing environment