Customer Success Agent

ClassWallet, a leading financial technology company in the United States, is seeking to hire a Customer Success Agent to join our team.

ClassWallet is a financial technology company serving agencies delegated responsibility to manage public funds. Agencies use ClassWallet to get public funds to the right people, and ensure the funds are used for the right purpose. ClassWallet’s suite of products and services empowers agency administrators to dramatically increase efficiency of funds distribution and spend compliance, reduce programmatic costs, maximize the full potential impact of the program, and satisfy the needs and expectations of policymakers, constituents and public reporting. ClassWallet has processed over $3.5 Billion to date and serves public agencies across 33 states. .

The Company has developed an industry-defining digital wallet solution which has gained rapid traction among state and local agencies and school districts across America. ClassWallet ranks as the 61st fastest growing software company on the prestigious Inc. 5000 list of fastest-growing private companies and the 21st fastest growing financial technology company on the Deloitte Technology Fast 500 in 2023.

While the Company delivers immense business value, the social impact of ClassWallet is a fabric that runs through its mission and corporate culture. As a result of ClassWallet’s innovation, public programs run with exponentially more efficiency and the impact and breadth of the programs for the individuals they serve is dramatically higher. This mission compliments the Company mission-based culture with focus on gratitude and work-life balance.

We are expanding our Headquarters Contact Center and seeking Customer Success Agents.

The ClassWallet Customer Success Team's primary initiatives are to resolve interactions efficiently and avoid repeat contacts. Our agents are customer-focused, accountable, efficient, and engaged professionals who are dedicated and guided by a commitment to service excellence.

Responsible for:

• Resolving customer requests with products or services via inbound calls, outbound calls, emails, and chat.
• Speaking with customers in a courteous, friendly, and professional manner using protocol procedures.
• Inquiring, clarifying, and confirming customer requirements and understanding of the solution.
• Providing additional customer education and information as needed
• Providing cross-departmental support
• Working in multiple databases to research complex issues and questions
• Notifying customers of any updates related to their inquiry in a timely and accurate manner
• Reviewing accounts/orders for accuracy and report any discrepancies
• Participating in activities designed to improve customer satisfaction and business performance
• Performing tasks or requests made by direct supervisor or department

Requirements

Qualifications:

• Must be open to work any shift between 8AM-8PM Mon-Sat. The company issues schedules by conducting shift bids.
• There may be several shift bids throughout the year based on company needs
• Must have a minimum of 2 years of customer support experience in a call center environment
• High School Diplomas or equivalent required
• Associate’s or Bachelor’s degree highly desired
• Exhibiting a passion for innovation, tenacity for owning the end-to-end customer experience, collaborating across multiple functions, and driving short- and long-term results.
• Analytical thinking - have the ability to identify and define problems, extract crucial information from data, and develop workable solutions to these problems.
• Strong verbal and written communication skills and excellent ability to listen and respond
• Prior experience with Salesforce is preferred.
• Willingness to learn and a passion for delivering an exceptional customer experience
• Being proactive and having a drive to get things done, whether working independently or collaboratively.
• Excellent communication skills and multitasking abilities required
• Strong flexibility and the ability to manage and adapt to changing priorities quickly
• Bilingual in English and Spanish is highly desirable

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• 100% employer paid health benefits
• A positive, family-oriented team environment.  Our focus is on encouragement, positive reinforcement, and gratitude.
• We offer an excellent salary, merit bonus structure, and benefits package, that will be commensurate with experience.

ClassWallet is proud to be an Equal Opportunity Employer.  Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, marital or veteran status.