SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Customer Service Representative

Date Posted: 12/17/2020

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Job Description

At SYKES, we help people one caring interaction at a time - that includes you! Join us as a Priority Services User Support Specialist to manage inbound customer service inquiries from some of our largest users partnered with Stripe! You'll shine in this role if you have previous customer service experience in technology or financial services and are a creative problem-solver. In this position, you'll interact daily with customers via email, phone and chat to provide an excellent customer experience in a fun team environment.

During this time of the COVID-19 pandemic, the SYKES Job Squad is using video interviewing tools to continue to grow our team, while keeping your health and safety top-of-mind.? Apply now and you can interview in a 100% virtual environment, from the safety and comfort of your own home! We will also set you up to work from home remotely until we can safely return to the office in Deland, FL.

Work with us and you'll enjoy:

* Full-Time Schedule (40 hours/week)
* $13.25 hour
* 100% Paid Training
* Full benefits package including medical, dental, vision, life insurance and company matched 401(k) retirement plan
* Paid time off
* 100% free college tuition program through Ashford University (online) after just one year of employment!


SYKES DeLand is part of a global company with more than 55,000 employees serving major brands you love. Every time we help people answer a question, solve a problem or find a solution we create a meaningful connection and job fulfillment. Our teams become friends and are part of our family . Answer the call! Apply now to start your journey to a new, exciting career with SYKES DeLand!

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Required qualifications, skills and experience

* Previous customer support experience is critical, and experience must be in a related field such as technology, financial services, or similarly complex product offering.
* Must have prior experience in multi-channel customer support, including either email, phone, or chat.
* Demonstrated experience working within a metric and target focused work environment.
* Fluent in both written and spoken English as demonstrated by successful completion and passing of interview assessment.
* Excellent listening and communication skills, written and verbal.
* Highly empathetic and thoughtful, with ability to understand customers' business challenges and tailor a solution adapted to their needs.
* Enjoy talking about technical concepts, and comfortable explaining how Stripe works to a range of audiences.
* Interact with users via email, phone, and chat.
* Represent Stripe at the initial point of contact with important and strategic users.
* High school diploma or GED and are at least 18 years old
* Are able and willing to work on a rotational shift pattern, which will include weekends.
* Highly motivated and thrive in a fast-paced environment.
* Demonstrated ability to solve complex support problems, often in the absence of defined workflows.

Desired qualifications, skills and experience

* Analyze and evaluate users' specific account setups and previous interactions with Stripe to recommend solutions to their questions that would best fit their needs.
* Attend client/vendor meetings on a weekly basis.
* Meet and exceed personal targets in a fun and challenging team environment.
* Escalate complex user issues to Stripe internal UO teams and provide context to the reason for the escalation.
* Be able to deliver conclusions from data given to you (EX: suggesting training needs based on previous ticket volume).
* Work to resolve user issues within first contact, escalating only as needed due to access restrictions or technical complexity

Identify opportunities to improve the user experience with better tooling or product fixes

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