Deliver World Class Customer Service!
As a Customer Service Representative in our Woodridge office, you will ensure an efficient, quality customer experience primarily through e-mails, some telephone calls and other communication vehicles. We have a dynamic and fast paced team environment where you will perform a variety of operational and administrative duties to support SVM and its customers and clients.
What will you do? Here is a brief overview...
Answer client questions regarding cardholders, and handle cardholder escalations from the 3rd party call centers. Perform all necessary research across multiple systems and teams to problem solve and resolve issues within defined Service Level Agreements.
Make outbound calls to cardholders to resolve escalations from the call center.
Prepare letters, documents and reports for internal and external client support. Manage all incoming email boxes and respond in an appropriate and timely manner.
Perform card related activities including activating, blocking and determining if cardholders are eligible to receive replacement cards. Fulfill card orders in a secure manner to meet urgent client needs.
Monitor call center calls monthly and document to maintain bank compliance. Report unusual trends in calls and escalations.
Field and resolve dispute questions.
What do you need? Here are some highlights...
High school diploma or equivalent required.
Prior experience in the service industry is preferred, with a passion for building customer loyalty.
Exceptional communication (in English), listening and relationship building skills.
Experience using Microsoft Office applications including Outlook, Word and Excel. (PowerPoint a plus.)
Basic math skills (testing may be required).
High attention to detail and accuracy.
What earns you bonus points?
Some college or advanced training and / or education is a plus.
Ability to speak and write in Spanish is a plus.
What does SVM offer?
SVM offers a full complement of benefits that matter to you!
Dependent Care FSA
Company-paid basic life and AD&D
Voluntary life for you, spouse and child(ren)
401k with matching contribution
Paid time off
11 paid holidays
Onsite gym (Arlington Heights location only)
Work is performed in a typical office environment.
Remain in a stationary position more than 50% of the time.
Move about inside the office to access file cabinets, office machinery, etc.
Operate a computer and other office equipment including a calculator, copy machine, and computer printer.
View close objects including, but not limited to numbers, computer screens and written reports.
Possibly lift boxes or packages up to 25 pounds
Check out SVM, a certified Great Place to Work!
SVM is the leading global provider of gift and prepaid card solutions for businesses. We offer one-stop-shopping for more than 250 in-demand gift card brands, including ExxonMobil, Chevron/Texaco, Sunoco, BP, ConocoPhillips, Wal-Mart, Target, T.G.I. Fridays, Dunkin Donuts, Walgreens and many more.
We help our customers provide the right rewards that incent and motivate in an efficient and reliable way, consistently. In turn, SVM rewards our employees for their hard work with our ACE (Always Committed to Excellence) recognition program.
In addition to traditional gift and prepaid cards, we provide fulfillment services, promotional cards, award codes, eGift, mobile, reloadable cards and many other innovative solutions. Our turnkey options allow retailers of all sizes to outsource their card programs, or portions thereof, to SVM. Our core competencies include B2B, Internet and retail sales, card management services, third party fulfillment, direct shipments, dedicated account management and professional customer support.
SVM prohibits discrimination based on race, color, religion, sex, age, national origin or ancestry, physical or mental disability, citizenship status, marital status, sexual orientation, military status and unfavorable military discharge, genetic information or any other protected category. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and coworkers. It is the policy of the Company to recruit, hire, promote, reassign, compensate, train, transfer, layoff, educate, and provide benefits to qualified persons without regard to the protected categories listed above.