Global Customer Service Experience Specialist

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🔥 31 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $22 - $30 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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Coinstar

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1991

💳 Fintech

🛒 Retail

🔧 Hardware

Fintech • Retail • Hardware

Coinstar is a U. S. -based financial technology company that operates self-service kiosks enabling consumers to convert loose change into cash, eGift cards, charitable donations, or cryptocurrency, and to load funds onto debit/prepaid cards. It provides fully managed coin-counting and coin-handling solutions for retailers and financial institutions, and operates an in-store digital advertising network positioned in grocery retail environments. Coinstar partners with banks and crypto service providers for payment, debit card issuance, and cryptocurrency custody services.

📋 Description

• Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values • Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work • Resolve and/or approve customer service Tier 1 issues for customer service vendor • Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.) • Participate in vendor meetings, quality calibration and business reviews • Facilitate vendor team lead meetings • Complete audits to confirm adherence of company policies and procedures • Champion business strategies and new product implementation • Bring forward to Vendor Manager recommendations on current policies and procedures as well as day to day process improvements • Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors • Perform various administrative tasks

🎯 Requirements

• High School diploma or equivalent • Minimum 1 – 2 years’ experience in an operations environment, preferably with Customer Service or Call Center operations • Some supervisory experience is preferred • Proficiency in Microsoft Office Software • Knowledge of call center technology preferred • Analytical skills to interpret trends, identify root causes form conclusions and/or recommendations • Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities • Excellent oral and written communication skills required • Bilingual (English/Spanish) is preferred.

🏖️ Benefits

• Health & Wellness Coverage – Three outstanding medical plans to choose from, along with dental and vision insurance • Short- and Long-Term Disability Insurance • Life Insurance • Retirement Savings – Traditional and Roth 401(k) plans with a company-match that immediately vests • Paid Time-Off – PTO accruals begin at 18 days per year, plus 10 company holidays and 2 floating holidays annually • Additionally, we offer paid parental and adoption leave • Other Perks and Benefits – A generous Corporate Matched Giving plan and an Employee Assistance Program • Work Environment – We offer a casual and flexible work environment with work from home options