DRB · 2 weeks ago
Customer Account Specialist ($20/hr)
Elkridge, Maryland, United States
Full-time
Onsite
Entry Level
$20/hr - $20/hr
2+ years expDRB is a leading provider of technology-enabled devices and software solutions to the North American car care industry. The Customer Account Specialist is responsible for receiving and maintaining merchant information to ensure proper routing of credit card funds for customers, while also programming and activating credit processing devices.
AutomotiveInformation TechnologyPoint of SaleSoftware
Responsibilities
Serve as primary customer contact for set-up and loading of merchant information to payment kiosk hardware
Configure payment kiosk modems. (Programming and activating)
Manage and communicate modems ship dates to key stakeholders
Contact Distributors to ensure customers receive merchant set-up information for credit card option
Build and test parameter files for multiple platforms for credit card processors to ensure compatibility of Unitec software
Collaborate with Service, Engineering, Marketing, Sales and Production Departments to resolve technical issues
Maintain 100% accuracy of all merchant information without loss of funds
Provide backup support to order entry area as needed
Manage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction
Monitors and maintains the open call queue for DRB In-Bay Merchant Services
Provide product and component information, recommending appropriate parts as needed
Ensure accuracy in order processing, shipment, and RMA handling
Create and update order documentation in Salesforce, logging customer feedback and resolutions
Provide order support across departments, such as Accounting, Sales, Development, and Operations
Resolves complex customer service issues and escalates when necessary
Communicate with Supervisor and/or Operations Management on significant issues from customers and employees
Maintain awareness of company policies and service standards, communicating them to both internal and external customers when needed
Engage in initiatives to improve order accuracy, decrease incoming calls, and enhance customer satisfaction
Performs other duties as assigned by Management
Qualification
Required
High School Graduate or equivalent
Proficient in MS Office (Outlook, Excel, Word, Power Point) with 2+ years of experience
Minimum 2 years' experience in customer service
Customer Service focused, detailed orientated with an ability to multi-task
Experience providing customer support in a service or product sales environment
Ability to take initiative and self-manage
Stress tolerance with the ability to handle conflict and confront challenging issues in a fast-paced environment
Time Management - Managing one's own time and the time of others
Ability to work in a team environment and display professionalism at all times
Preferred
Previous experience in parts ordering is a plus
Prior work with technical product or services
Company
DRB
With over 40 years as the leading car wash technology provider, DRB® empowers operators to run and grow great businesses through fast, reliable, and engaging solutions.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Ian Williams
President and CEO
Ryan Johnson, CPA
Chief Financial Officer
Company data provided by crunchbase