Customer Service Specialist I - Crystal Lake

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

This position will be instrumental in developing process improvements, for Blackhawk Network’s Customer service channel. In this position you will need to use your analytical skills, to delve into our various results and data segments to identify gaps within processes / procedures and then assist with creating a viable solution. This position will be working with various internal partner groups to drive process improvements. You will also be responsible for holding specific external relationships with clients ensuring they have a POC for escalations and/or requests.

Process Improvement (70%)
• Identifying and analyzing gaps in process / procedures
• Review data sets and identify gaps.
• Lead discovery sessions to better understand our current customer experience and where we can improve.
• Recommend viable solutions / alternatives / enhancements.
• Work with internal team to develop a solution / enhancement.
• Review, analyze and assess enhancement once put into effect to ensure the result we intended.
• Review and analyze voids, devalues, and losses.
• Analyze date to mitigate loss.

Internal Partnership (25%)
• Point of Escalation for key Internal Partners (various departments)
• Point of Escalation for key clients
• Research and analyst customer request, industry standards, and specifications to help map and improve the customer journey.
• Communicate with external client and internal partners
• Deliver customer insight
• Activations, password resets…
• Client voids certifications.

All other duties as assigned. (5%)

• High school diploma preferred.
• 1+ years call center experience preferred
• 1+ years of process improvement experience preferred

• Proven written and oral communications skills.
• Critical thinking / solution orientated.
• Ability to use a desktop computer system and hardware.
• Knowledgeable in Microsoft office suite.
• Problem solving skills.
• Strong multitasking skills
• Available to Mon-Fri 8:30am-5:30pm CST
• Self-motivated, attention to detail, well organized and able to multi-task.
• High level of personal initiative, action and results oriented.

Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Blackhawk Network offers benefits including 401k with employer match, medical, dental, vision, 12 paid holidays throughout the year 2025, sick pay accrual according to state law, parental leave, life insurance, disability insurance, accident and illness insurance, health and dependent care flexible spending accounts, wellness benefits, and flexible time off for all full-time employees. 

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.

Blackhawk Network encourages applicants with previous criminal records to apply to all positions and, pursuant to the San Francisco and Los Angeles Fair Chance Acts (and other “Fair Chance” laws), Blackhawk Network will consider for employment qualified applicants with arrest and conviction records.  For Philadelphia applicants or jobs, please see a copy of Philadelphia’s ordinance on this topic by clicking this link: https://codelibrary.amlegal.com/codes/philadelphia/latest/philadelphia_pa/0-0-0-280104.