Securus Technologies

  • Customer Service Representative I

    Job Locations US-FL-Miramar
    Job ID
    2018-1669
    # of Openings
    1
    Category
    Office and Administrative Support
  • Overview

    Job Purpose:

     

    Responsible for reviewing and performing a visual audit of JPay products and services as requested by the department of corrections. This includes but is not limited to Video Visits, VideoGram’s, and mail attachments. Responsible for screening video services to ensure that violations which occur are appropriately flagged, tracked and reported to JPay so as to notify corrects staff of what has occurred with specific actionable information. JPay products and services which contain violations as specified by the department of corrections are to be tracked and reported on, capturing the customer's name, account ID, specificity of reason "clean or violation" accompanied by comments outlining why a JPay product or services was flagged as a violation.

    Responsibilities

    Essential Duties:

    • Provide customer satisfaction through effective and timely resolution of internal customer inquiries
    • Review JPay products and services as assigned by customer service leadership
    • Generate reporting as needed which captures any violation-related information to report to both clients and internal customers
    • Resolve and/or forward escalated violations from video visitations, VideoGrams, and mail attachments to client services when necessary
    • Demonstrate consistently positive and cooperative behavior with internal customers, clients, peers, and JPay leadership Team
    • Execute special projects as assigned by JPay customer service leadership "SharePoint Folder Video Service Escalations"
    • Perform Music Scrubbing to ensure no top trending prohibitive images or explicit music titles become widely available for purchase at the JPay kiosk
    • Provide Call Center support during and after process changes
    • Serve as the customer service resource for all policy, procedure, and video review service related questions
    • Ability to maintain consistent and punctual attendance to align with company attendance policies and procedures
    • Schedule flexibility required
    • JPay products and services as screened by the Customer Service Representative II will be evaluated regularly to ensure that all customer and inmate activities that violate guidelines set forth by the department of corrections are to be appropriately documented, outlining any/all questionable activities which occurred.

    Qualifications

    Knowledge, Skills, and Abilities:

    • Excellent verbal and written communication skills
    • Strong problem solving skills
    • Ability to work effectively in a team environment with associates.
    • Capability of effective planning and priority setting.

     

    Minimum Qualifications:

    • High School Diploma
    • 1-3 years Customer Service experience

     

     

    Physical Requirements:

    Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 25 pounds.

     

    It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

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