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About the Role

Business Support professionals are a significant component of our customer experience, supporting the sales effort by confirming orders, assisting with educational materials, processing orders, and following up with sales agents and clients. This role requires a motivated, qualified individual who can keep up with the sales pace and provide world-class service to our existing client base through excellent customer service, aiming to establish a value-added relationship.

Responsibilities

Speaking directly with customers to confirm accuracy and completeness of all orders, following verification scripts verbatim.
Confirming customers’ understanding of company policies and recommendations.
Supporting all locations in Arizona and Texas.
Following up with the customer and Account Executive as needed throughout the ordering process.
Following and adhering to all policies and procedures.
Logging into the phone system, ready to go at the start of the shift.
Documenting customer interaction and making notations to customer records within the appropriate system.
Ensuring all tasks are completed before leaving for the day.
Retaining information when cross-training on different tasks/SOPs.
Entering customer information & order processing across multiple software systems.
Reviewing customer accounts and correcting/adjusting upon request.
Handling order inquiries from account executives, managers, and customers.
Maintaining a current review of incoming emails.
Providing clients, account executives, and team members with high-quality, individualized phone support, processing and satisfying inbound requests for information, and providing suggestions to ensure world-class service.
Processing clients’ orders with precision and following through on any needed details, including keeping the account executive informed of any changes.
Delivering accurate and prompt resolution of requests and relaying necessary information to clients, agents, and internal staff.
Researching and analyzing requests to ensure successful outcomes and/or resolutions.
Reviewing notes, requests, and emails from account executives and completing action items promptly.
Documenting all communication and updates on customer records in a timely manner.

Requirements

High School Diploma (or equivalent).
College Degree; or four plus years’ experience providing customer service or support to clients.
Positive attitude.
Experience in financial services.
Previous call center experience is a plus.
Proficient typing, at least 80 wpm.
Team player; works well with others in a team environment.
Ability to memorize, recall, or research answers quickly.
Work history which demonstrates stability and aptitude for advancement.
Proficient computer skills (ability to access email and the Internet) and proficiency in Outlook, Word and Excel are required.
Microsoft Dynamics 365 is a plus.
Excellent written and verbal communication skills.
Outstanding teamwork and time management skills.
Excellent interpersonal skills.
Excellent listening skills.
Strong collaborative mentality with a desire to achieve personal and company performance goals.
Ability to interact with clients and team members in a professional and respectful manner.
Detail-oriented and self-motivated.
Curiosity and ingenuity to help implement new client‐related technology solutions as well as creatively build and maintain methods and procedures of the company.

Skills

Ability to handle multiple tasks and operate in tight deadlines.
Exceptional computer skills including ease of toggling between multiple systems to complete tasks in a timely manner.
Ability to focus and multi-task with competing distractions in a fast-paced environment.
Excellent reading and interpretation skills.
Adherence to work schedule provided.
Excellent voice and phone etiquette.
Strong attention to detail while maintaining focus on overall quality and accuracy.
Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.
Answer and manage incoming calls and emails.

Location

Austin, TX 78746

Work Type

Full Time
On-site

Experience Level

4+ years customer service or support experience
Aptitude for advancement

Education Level

High School Diploma or equivalent
College Degree

Salary/Compensations

$27.00 Hourly

Benefits

On-the-job training in systems.
Food provided by the company on Saturdays.

About the Company

U.S. Money Reserve is one of the largest precious metal companies in the nation, with offices in Scottsdale, Arizona; and Sugar Land and Austin, Texas.
Our priorities are great customer service and educating clients on diversifying their portfolios with precious metals.
We are a culture of high performers with the utmost commitment to integrity.
Our team environment is full of initiative-taking and supportive colleagues.