Strategic Client Support Specialist
Cleveland, OH, 4130 Commerce Ave, Cleveland, Ohio, United States of America Req #2191

Monday, July 12, 2021

GardaWorld is the world's largest privately owned security services company offering a wide range of highly focused business solutions including leading-edge security services and cash solutions. In over two decades, our work has taken us from our home base in Montreal to the oil fields of Iraq, and embassies across Africa. We're also present in financial institutions in the US and airports in Canada. We operate across a broad range of sectors, including financial services, infrastructure, natural resources and retail. Our clients include Fortune 500 companies and governments with people and assets deployed around the world. Headquartered in Montreal, Canada, our 100,000 highly trained, dedicated professionals serve clients in North America, Africa and the Middle East. In today's complex world, security has become a vital concern for everyone and is the foundation of our present and future success.

This is a critical role at Garda and to succeed the Client Support Representative will need to professionally engage with clients to fulfill their requests in a timely and customer-friendly manner.

• Respond to inbound customer service requests in a professional manner via phone, fax and email.

• Proactively contact clients and internal partners to resolve issues and to collaborate on client solutions.

• Deliver results per customer-driven service level agreements and quality focus.

• Utilize tools, resources and technology to provide exceptional customer care.

• Adhere to company policies, standards and metrics for customer service activities.

• Work across teams to resolve customer needs and to expedite service requests.

Essential Functions

• Responsible for the daily client care through in-bound and out-bound activities.

• Partner with Sales and Account Managers in support of new and existing customer opportunities.

• Partner with Operations, Account Support, Support Services, Recon/Investigative Research, IT and Billing/Collections with a focus on ensuring consistent and coordinated efforts between the teams.

• Achievement of key measures, performance, quality, production and quality customer satisfaction results.

Education : This position requires a high school diploma , Bachelor's degree preferred or relevant customer service experience

Technical / Professional Skills - Knowledge:

• Knowledge or experience in armored transportation, currency processing or related field is preferred.
• Familiarity with Microsoft Office for Windows (Outlook, Word, Excel, PowerPoint and Access) is required; experience utilizing Siebel CRM software is strongly preferred.
• Position requires advanced knowledge of business office operations; call center customer service experience strongly preferred.
• Call Center Technology, CRM and Telecommunication technology experience required.

• Adaptability - Flexible in a rapidly changing environment
• Attention to Detail - Attentive to all aspects of a task or work environment; alert; accurate.
• Relationship Management - Ability to develop positive relationships with and between co-workers and/or employees or other departments
• Communication - Clear, understandable, and grammatically correct presentation of information
• Client/Customer Focus - Dedicated to meeting client expectations; able to develop and maintain relationships with clients; resolve client's conflicts
• Organization/Time Management - Plans and prioritizes work; manages time pressures; deals with pressure through good planning


• Experience in call center sales and customer service is preferred


• Strong written and verbal communications skills.


• Strong analytical and problem solving skills


• Excellent team interpersonal skills

• Minimum of 3-5 years of Call Center experience in service industry

• Minimum of 5 years of experience in the financial industry or armored car services preferred

GardaWorld offers competitive wages and a great benefits package for full time employees: medical, dental, vision, holiday pay, paid vacation, 401K plan and much more!

Candidates must meet the company's hiring criteria. Physical exam and other testing may be required.

We are an Equal Opportunity Employer and drug free workplace.