CBORD and Horizon are the world’s leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.
DREAMteam (how we refer to all of us) You’re engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You’re a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You’re an extension of our talent acquisition team – always scouting top talent to join our team.
The Customer Support Generalist will assist the Technical Support team to ensure primary focus is on effectively resolving customer technical issues. In addition to call intake and case creation and queuing, this could also include other tasks such as coordinating hardware repairs, callbacks to customers on open cases, product return handling, administrative support of the CBORD/Horizon customer experience initiatives and other duties as assigned. The Customer Support Generalist has no management responsibilities. This position operates under close supervision.
What You’ll Be Doing
Answer incoming calls in an efficient manner and set priorities accordingly
Identify customer questions, concerns, and overall needs, sufficiently documenting the information in the case
Screen and determine the proper destination for each call using established department procedures and assign or queue cases
Use appropriate discretion in handling critical client calls and escalating calls to management
Create and update cases based on communication from internal resources.
Develop professional relationships with ongoing customers through excellent customer service.
Follow company communication procedures, policies, and guidelines at all times
Provide information to rest of team on critical situations with customers or support teams
Perform each duty above with our customers' satisfaction as your number one priority
Track and submit daily call statistics
Assist in training new and temporary Customer Support staff
What You’ll Bring to the Table
Excellent interpersonal communication skills, both verbal and written
Exceptional phone skills (i.e. well spoken, excellent active listening skills)
Ability to communicate and interact with all kinds of people
Exhibits a positive, professional, solution-oriented, and enthusiastic attitude
Ability to handle interruptions well and move between tasks with ease while still meeting deadlines
Exhibits a positive, professional, solution-oriented, and enthusiastic attitude
Ability to work well in a team environment
Ability to follow department processes and procedures
High school diploma/GED required; 2 year college equivalency desired
Less than 18 months of experience in related role is desired
Proficiency with MS Office
Familiarity with CRM systems a plus
Who You’ll Work With
The Customer Support Generalist works with team members across almost all departments in the company particularly in the support area, including management. They are also the first voice that the customer hears when calling in and are responsible to ensure that they accurately capture the customers issues such that it is on the path of resolution.
Why be a part of the DREAMteam: DREAMperks
Staying Healthy
Eligible team members have access to a robust health insurance plan on their first day of employment.
To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year
Access to an Employee Assistance Program
Enjoying Time-Off
Eligible team members are granted with the following paid time off annually:
Vacation: 15 vacation days; pro-rated during the first year
Holidays: 10 paid holidays each year
Sick Time: 5 sick days
Personal days: 3 personal days; pro-rated during the first year
Planning for the Future
Employer paid Life Insurance / AD&D / Short-Term Disability Insurance
Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D
Access to FSA Plans & Commuter Benefit Plans
401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay. Full vested on day one.
Access to the Roper Employee Stock Purchase Plan
Paid Parental Leave Program
Make an Impact
DREAMcares (The Company’s outreach initiative to support our extended community): Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
