BILINGUAL FRENCH CLIENT SUPPORT REPRESENTATIVE - KANSAS CITY, MO.

Location: Kansas City, Mo.


This position is responsible for handling all incoming and outgoing telephone/fax inquiries related to EML products and services. This position is responsible for researching and resolving issues reported by supported programs and technologies including shopping center employees, merchants and cardholders to ensure the highest level of customer satisfaction. 

EDUCATION AND EXPERIENCE REQUIRED:

  • Bachelor’s degree and/or 2 years of equivalent customer service work experience
  • Fluency in French and/or Spanish preferred

DISTINGUISHING CHARACTERISTICS: 

The Client Support Representative must exhibit the following characteristics:

  • Team orientation
  • Curiosity and Assertiveness
  • Self-direction and strong sense of ownership
  • High level of urgency
  • Commitment to winning
  • Agent of change
  • Customer Focus
  • Multi-tasking
  • Sense of Humor
  • Pride in work and accomplishments 
  • Belief in personal and team accountability 
  • Attention to detail
  • Humility
  • Self-awareness

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • The Client Support Representative role will be responsible for being self-directed in the following duties and responsibilities:
  • Answer a high volume of inbound calls and maintain a rapid response rate according to agreed Service Level Agreements (SLAs).
  • Make outbound calls to merchants, programs, or cardholders as needed
  • Professionally communicate in all formats, both internally and externally
  • Identify solutions to defuse customer frustration to minimize escalations to Team Leads and Supervisors whenever possible
  • Establish and maintain effective working relationships with customers and EML team members
  • Maintain regular consistent and professional attendance and punctuality 
  • Language translations of documentation (if bi/tri-lingual)
  • Pursuit of personal development of professional skills and technical knowledge necessary for the effective performance of the role 
  • Other duties as assigned


DESIRABLE KNOWLEDGE, SKILLS AND ABILITIES:

  • Proficiency with Microsoft Office products (especially Word, Excel, and PowerPoint) and EML technology products (Atlas, Cardspot, etc.)
  • Excellent communication skills, including verbal, written and active listening
  • Strong problem solving and confident decision making skills
  • Diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind 
  • Knowledge of Client Support procedures and solutions 
  • Flexibility with schedules and deadlines
  • Able to work independently with minimal supervision and guidance
  • Maintain confidentiality of information, as appropriate
  • Perform detail-oriented work accurately with frequent interruptions
  • Open and adaptive to change
  • Supportive of department goals and priorities
  • Desire to drive improvements in team and customer efficiency

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

Essential functions require sitting approximately 90 percent of time, with balance of time spent traveling to various locations within the office building. Must be able to answer telephones and meet with employees and others who have business with EML. Must be able to read a variety of printed or handwritten material including statements, reports, and/or forms. Must be able to operate office equipment including a computer, fax, copier, etc. Must be able to hear and speak clearly and distinctly to provide information in person or on the telephone.