Customer Service Specialist I

ID
2021-15929
Category
Customer Service
Position Type
Full Time
Location : Location
US-NV-Reno

About Blackhawk Network:

At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies and network that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring!

 

So, what are you waiting for? Shape your career and join our global network.

Overview:

The Customer Service Specialist will play a key role in providing support to the team, our partners and consumers.  The role includes utilizing multiple applications to support partner and consumer requests as well as being responsible for organization and maintenance of data.  The ideal candidate possesses strong interpersonal skills and enjoys working with people in a customer focused environment that requires continual multi-tasking and flexibility.

Responsibilities:

 

Handling 2nd level customer service support for partners and consumers (refund adjustments, consumer & partner gift card escalations, etc.)

Data entry using Excel.  Inputting & summarizing gift card data

Communicating with external partners (written & verbal)

Responding to customer inquiries, providing professional, customer-facing interaction by phone, email or in person

Responding to and routing Customer Service incidents and emails

Corresponding with various Call Centers

Learn functional knowledge of Customer Service programs

With direction from management, planning and executing business process improvement changes relating to Customer Service. Recommend new processes where needed to improve quality and/or on-time service.

Assisting with implementation of new programs

Participating in customer service recommendations, decisions and business rule development

Performing other duties as assigned

Qualifications:

Strong customer service skills and a client focused attitude

Comfort with complex and intangible concepts that are not fully determined

Excellent interpersonal skills, time management, and multi-tasking abilities

Excellent ability to prioritize, problem solve and manage numerous projects on tight deadlines with limited direction

Ability to work in an entrepreneurial atmosphere that may require management of a variety of tasks and duties

Ability to work independently and handle multiple deadlines• Excellent verbal and written communication skills

Must be organized, detail-oriented and demonstrate the appropriate sense of urgency

Individual must be adaptable, flexible, proactive, and professional with the ability to  prioritize work, navigate successfully in a cross functional/matrix environment and engage support functions as required to complete the work

Proficient knowledge of Microsoft applications (Word, Excel, PowerPoint, Visio)

2 year college degree or relevant work experience preferred

EEO Statement:

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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