Business Support Coordinator

About Us

U.S. Money Reserve is one of the largest precious metal companies in the nation, with offices in Scottsdale, Arizona; and Sugar Land and Austin, Texas. Our priorities are great customer service and educating clients on diversifying their portfolios with precious metals.

About Position

A significant component of the delivery of our experience is the service that is provided by our administrative support professionals. We are looking for someone who is motivated, qualified, and equipped to keep up with the sales pace. Business Support is the department that supports the sales effort by confirming orders with customers, processing orders and following up with sales and clients, including a high volume of email and phone calls throughout the day.

Business Support is involved in all steps of the ordering process, from Verifying all orders submitted through the company, through the delivery of all packages. This job is ideal for someone who is: dependable, adheres to the work schedule provided, adaptable/flexible, career focused, functions well in a team environment and is extremely detail oriented.

Expectations include but are not limited to the ability to work fluidly through processes including Verification, Customer & Data entry, Order Processing and the tasks associated with these, with a high attention to detail; and the ability to move quickly through our systems, multitasking and interfacing with customers over the phone and completing all required tasks before end of day.

We provide on-the-job training in our systems and how to quickly and efficiently locate the information needed for customer inquiries. This job will require you to have a clear, excellent speaking voice and phone etiquette with the ability to focus and multi-task with competing distractions in a fast-paced environment. Candidates will have a great working relationship with others on the Business Support team in all offices.

Exceptional computer skills include ease of toggling between multiple systems to complete tasks quickly. Strong attention to detail while maintaining focus on overall quality.

We are looking for professionals experienced in over-the-phone customer service, who work well in a team environment with the ability to answer and manage incoming calls and emails quickly, politely, empathetically and with a professional voice and manner.

We are a culture of high performers with the utmost commitment to integrity. Our team environment is full of initiative-taking and supportive colleagues.

This group's mission is to provide world class service to our existing client base through excellent customer service. The goal is to establish a value-added relationship with our current clients, assisting them in obtaining educational materials and assisting with their purchases made through Account Executives. You will be provided with tools and programs to provide excellent customer service, knowledge and communication between our clients and their Account Executive.

Available Shifts:

• Monday - Thursday, 9:00 AM MST - 7:00 PM MST (with 1 hour lunch break)
• Daily overtime required when dictated by workload.
• Hours are subject to change with prior notice.

Responsibilities

• Speaking directly with customers to confirm accuracy and completeness of all orders, following our Verification scripts verbatim.
• Confirming customers’ understanding of our company policies and recommendations.
• Supporting all locations in Arizona and Texas.
• Following up with the customer and Account Executive as needed throughout the ordering process.
• Following and adhering to all policies and procedures.
• Logging into phone system, ready to go at the start of shift.
• Documenting customer interaction and making notations to customer records within the appropriate system.
• Ensuring all your tasks are completed before leaving for the day. Business Support maintains a flexible end time as our day is done once all our tasks are completed for the day, the board is clear, and all Sales staff have departed for the day.
• Retaining information when cross-training on different tasks/SOPs.
• Entering customer information & order processing across multiple software systems.
• Reviewing customer accounts and correcting/adjusting upon request.
• Handling order inquiries from account executives, managers and customers.
• Maintaining current review of incoming emails.
• Providing clients, account executives and team members with high quality, individualized phone support, processing and satisfying inbound requests for information, and providing suggestions to ensure we provide world class service to our clients.
• Processing client’s orders with precision and follow through on any needed details including keeping the account executive informed of any changes.
• Delivering accurate and prompt resolution of requests and relaying necessary information to the members, our agents and internal staff.
• Researching and analyzing requests to ensure successful outcomes and/or resolution.
• Reviewing notes, requests and emails from account executives and completing action items promptly.
• Documenting all communication and updates on customer records in a timely manner.

Education

• High School Diploma (or equivalent)
• College Degree preferred

Qualifications

• Proficient typing (at least 50 wpm)
• Positive attitude
• Team player
• Experience in financial services
• Two plus years’ experience providing customer service or support to clients
• Previous call center experience is a plus
• Ability to memorize, recall, or research answers quickly
• Work history which demonstrates stability and aptitude for advancement
• Proficient computer skills (ability to access email and the Internet) and proficiencies in Outlook, Word and Excel are desired. Microsoft Dynamics 365 is a plus
• Excellent written and verbal communication skills
• Outstanding teamwork and time management skills
• Excellent interpersonal skills
• Ability to handle multiple tasks and operate in tight deadlines
• Strong collaborative mentality with a desire to achieve personal and company performance goals
• Ability to interact with clients and team members in a professional and respectful manner
• Detail-oriented and self-motivated
• Curiosity and ingenuity to help implement new client‐related technology solutions as well as creatively build and maintain methods and procedures of the company

Skills

• Exceptional computer skills including ease of toggling between multiple systems to complete tasks in a timely manner
• Ability to focus and multi-task with competing distractions in a fast-paced environment
• Excellent reading and interpretation skills
• Adhere to work schedule provided
• Ability to memorize, recall, or research answers quickly
• Excellent voice and phone etiquette
• Strong attention to detail while maintaining focus on overall quality and accuracy
• Excellent listening skills
• Works well with others in a team environment
• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Answer and manage incoming calls and emails
• Strong interpersonal and communication skills (written & verbal)

Position Type

• Full-Time
• Four 9-hour days per week
• Monday - Thursday, 9:00 AM MST - 7:00 PM MST (with 1 hour lunch break)
• In office position only
• Hours are subject to change with prior notice

Benefits

• 3 Healthcare plans (PPO and EPO options)
• Gym access at Hayden office location
• Break room: Sodas, water, snacks, coffee, candy etc.
• Covered parking
• Local restaurants within walking distance
• Paid Sick Leave
• 401(k) Plan with Employer Matching (50% up to 3%)
• Dental insurance
• Vision Insurance
• Employee discount
• Life insurance
• Referral program

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

Work Remotely

• No
• Open Office Setting

This Job Is Ideal for Someone Who Is:

• Dependable
• Adaptable/flexible
• Career Focused
• Functions well in a team environment
• Detail-oriented

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience:

• Customer service: 1 year (Required)
• Call center: 1 year (Required)

Ability to Relocate:

• Scottsdale, AZ 85255: Relocate before starting work (Required)

Work Location: In person

Salary : $22 - $24