Customer Service Representative - Full-time / Part-time

The Customer Service Representative must establish and maintain excellent customer service with every existing and potential customer. Work involves but is not limited to: overseeing operation of the center, ensuring maximized sales and profitability, center security and safety, inventory control, meeting monthly and yearly Contribution To Plan (CTP) goals, and expense control. This position reports directly to a District Manager.

Duties and Responsibilities
1. Acts as a role model of CARES Customer Service expectations and coaches others to higher levels of service. Provides coaching and feedback to the center staff to help them improve their customer service.
2. Handles customer concerns/complaints in a courteous and professional manner and within established guidelines and escalates as necessary.
3. Builds relationships with customers that will allow them to understand their needs and fit to our products/services improving customer retention and sales.
4. Demonstrates strong knowledge of all products and services and communicates the relevant benefits of each to customers.
5. Markets all ACE financial services through cross-selling and solicitation. Trains and assists other center employees in marketing efforts. Suggests additional items for purchase by customer.
6. Cash checks using established risk analysis (RA) and risk management materials. (Risk analysis is defined in current training manuals and/or policies and procedures materials.)
7. Follows and administers center security and safety procedures reporting discrepancies to District Manager.
8. Processes customer loans accurately following written guidelines.
9. Oversees daily center operations. Reviews, interprets and acts upon reports including but not limited to: Trend Report, Combined Income Statement, and CTP.
10. Monitors and directs Customer Service Representative I & II on operations and customer service issues.
11. Ensures returns and cash shortages are within established limits by exposing forgery items and reducing cash shortages.
12. Assist District Manager and Customer Service Leader with managing controllable expenses through proper staffing, utility usage, janitorial and maintenance service and inventory of non-cash supplies.
13. Ensures a clean and safe work environment at all times (parking lot, lobby and booth). Examines and inspects the conditions of internal and external signage.
14. Meets and exceeds center budget goals. Assists District Manager in achieving profit maximization through application and control of expenses.
15. Achieves profit maximization through application and control of expenses.
16. Must comply with all AML-SCI procedures
17. Performs other duties as assigned.

Requirements
Experience
•Candidate must successfully meet the company’s pre-employment pre-requisites (Zero Risk & all credit/criminal screenings)
•5+ Years Total Industry Experience
•2+ Years Service Management Experience
•Completion of 6 months probation period
•Candidates must be able to pass our Customer Service Mastery Certification

Education
High school graduate, GED or equivalent training and experience.

Mathematical Skills:
Knowledge of basic math skills including addition, subtraction, multiplication and division in all unit measures using whole numbers, percentages, common fractions and decimals. Ability to exchange US currency in any denomination.

Competencies:
Personal and Professional Integrity • Self-Management • Relationship Building •Communication • Collaboration • Demonstrates CARES • Consultative Approach •Speed •Accuracy• Plan & Prioritize •Appropriately Challenge Status Quo • Fiscal Goal Achievement • Model Key Principles • Share Organization’s Commitment to Community •Represent ACE in a positive light

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