Customer Service Agent

About Blackhawk Network

Blackhawk Network (BHN) is the leader in global branded payment technologies. We strengthen relationships between brands and their customers, employees, and partners by transforming transactions into connections. BHN’s portfolio includes: Gift Card & eGift products, promotions and distribution that grow revenue faster; Rewards & Incentives that build loyalty and acquisition and are integrated into today’s leading platforms; and Payments that enable businesses and customers to access and disburse funds in convenient and innovative ways. BHN’s network spans across the globe with over 400,000 consumer touchpoints. Learn more at BHN.com.

We are looking for qualified Customer Service Agents.  Inbound calls, no selling, hardworking, but casual atmosphere. Come join our team!    

You will support both business and consumer customers; providing a full range of customer services including but not limited to phone interactions, email and/or chat processing, while using multiple computer programs.  This position reports to a Team Lead.

Blackhawk Network offers a generous benefits package including 3 weeks’ paid vacation in the first year of service. 6 Sick Days, 11 paid holidays. Medical, dental, vision, 401K, Flexible Spending, Short and Long-Term Disability offered as well as Life Insurance AND we make recognition and fun a priority!

Responsibilities

• Answer inbound calls/emails
• Handle customer problems and questions using multiple computer programs
• Create service tickets for issues
• Following up with customers within specified timeframes with resolutions/updates via outbound calls/email
• Work on special projects as needed

You will assess customer’s level of understanding; educate and influence customers to utilize available self-service support. Provide primary support by answering customer inquiries by researching policies and procedures, recommending self-help web sites, and guiding customers through steps used to arrive at solutions. Provide initial contact and support for customers dealing with sensitive and confidential information relating to prepaid and gift cards. Communication style includes accurate and grammatically correct support based on channel (phone, email, incident management).

You will acquire job skills and learn company policies and procedures to complete routine tasks. Basic communication and interpersonal skills to communicate effectively with all levels of staff, both verbally and in writing. Ability to use sound judgment in responding to issues and concerns. Skills to analyze information with strong attention to detail.

Qualifications

• Customer service oriented, positive attitude
• Professional demeanor and courteous phone etiquette
• Good problem solving capabilities & written and verbal communications
• Self-motivated, ability to multi-task, detail oriented
• Ability to organize and prioritize time effectively
• Type 30 WPM; proficient in MS Office applications
• Must be able to work in a call center environment
• Work shifts range from  4am – 10pm PST, Sun - Sat including holidays
• Reliable means of transportation
• Background check and drug screen required. Drug screen does not screen for marijuana based on Nevada State Law.

EEO Statement

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Blackhawk Network encourages applicants with previous criminal records to apply to all positions and, pursuant to the San Francisco and Los Angeles Fair Chance Acts (and other “Fair Chance” laws), Blackhawk Network will consider for employment qualified applicants with arrest and conviction records.  For Philadelphia applicants or jobs, please see a copy of Philadelphia’s ordinance on this topic by clicking this link: https://codelibrary.amlegal.com/codes/philadelphia/latest/philadelphia_pa/0-0-0-280104. 

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