Cash Depot is the largest independent provider in the United States specializing in retail cash management, consumer financial services, ATM solutions, and air/vac systems. An award-winning provider of financial technology, equipment, and services since 1983, we are supported by more than 270 operational employees and 160 nationwide service technicians. Our team is dedicated to meeting our partners’ needs through top-rated customer service, innovative technology and applications, durable equipment, and dependable on-site maintenance.
JOB SUMMARY:
The 1st ISO & Affiliate Customer Service Representative serves as the primary point of contact for Cash Depot's Independent Sales Organization (ISO) and Affiliate commercial customers. This position is responsible for delivering exceptional customer service by providing technical support, contract administration, account maintenance, customer onboarding, portal setup and training, reporting, and product knowledge for Cash Depot's commercial product offerings.
This role requires extensive knowledge of ATM operations, Cash Depot products and services, the WASP portal, reporting tools, and commercial customer agreements. The representative will interact with customers primarily through phone and email, resolving technical and operational issues, answering contractual and product-related questions, providing customer training, and coordinating with internal departments to ensure timely resolution of customer requests.
ESSENTIAL FUNCTIONS / DUTIES & RESPONSIBILITIES:
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Customer Service & Account Support
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Serve as the primary customer service contact for assigned ISO and Affiliate commercial customers.
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Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
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Resolve customer concerns with a focus on first-contact resolution whenever possible.
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Build and maintain positive, long-term customer relationships through proactive communication and outstanding service.
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Manage customer expectations while ensuring adherence to company policies and procedures.
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Provide technical assistance regarding ATM programming, portal navigation, system functionality, and Cash Depot products and services.
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Configure, maintain, and troubleshoot customer access within the WASP portal.
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Conduct customer onboarding and training for the WASP portal, mobile applications, reporting tools, and other company systems.
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Guide customers through system updates, new features, and best practices.
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Become a subject matter expert on Cash Depot products, software platforms, and commercial customer procedures.
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Prepare, review, process, and maintain customer contracts and amendments in accordance with company policies.
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Process customer account changes, updates, and service requests accurately and in a timely manner.
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Submit workflow requests for new accounts, contract modifications, ownership changes, and other customer updates.
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Maintain complete and accurate customer records and documentation.
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Generate and distribute daily, weekly, monthly, and ad hoc reports for commercial customers.
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Analyze customer requests and investigate issues by collaborating with internal departments.
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Monitor reporting accuracy and assist customers with interpreting report data.
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Assist customers with mobile application access and portal permissions.
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Identify opportunities to promote additional Cash Depot products and value-added services.
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Assist customers with ATM equipment purchases and related product inquiries.
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Educate customers on available services that enhance operational efficiency and profitability.
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Document all customer interactions accurately within company systems.
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Maintain confidentiality of customer information and company data.
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Escalate complex customer concerns or business-impacting issues to management as appropriate.
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Follow all company policies, procedures, and regulatory requirements.
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Provide backup coverage for the front desk reception area as needed.
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Collaborate with cross-functional departments to resolve customer issues.
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Participate in departmental training and process improvement initiatives.
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Perform other duties and responsibilities as assigned.
REQUIREMENTS: (Education, Experience, Skills, Abilities)
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High school diploma or equivalent required; Associate's degree or higher preferred.
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Minimum of two years of customer service, account management, technical support, or administrative experience preferred.
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Experience working with commercial customers or business-to-business (B2B) accounts is preferred.
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Experience reviewing or administering contracts is preferred.
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Strong proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
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Ability to efficiently navigate multiple software applications and computer screens simultaneously.
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Excellent verbal, written, and interpersonal communication skills.
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Strong analytical, troubleshooting, and problem-solving abilities.
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Ability to understand, interpret, and explain contractual language and company policies.
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Exceptional organizational skills with strong attention to detail.
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Ability to prioritize multiple assignments while meeting deadlines in a fast-paced environment.
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Ability to learn and retain extensive knowledge of Cash Depot products, procedures, systems, and the WASP training database.
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Ability to maintain confidentiality and handle sensitive information with professionalism.
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Strong customer service mindset with the ability to build trust and maintain positive business relationships.
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Self-motivated with the ability to work independently while contributing to a collaborative team environment.
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, stoop, use hands to finger, handle or feel, and reach with hands and arms.
The Team Member may occasionally be required to lift and/or move office materials and supplies, typically up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORK ENVIRONMENT:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and other office equipment.
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 am to 5:00 pm, with occasional overtime as business needs require.
EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT:
Cash Depot 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.
Join a company where your contributions directly pay off.
We believe in sharing success with our employees, which is why our benefits are designed to invest in you—now and in the future:
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Generous Profit‑Sharing Bonus — share directly in the company’s success and reap the rewards of what we build together
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Competitive Medical, Dental & Vision coverage
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Company‑paid Life Insurance & Short‑Term Disability
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Paid Holidays and PTO
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Medical Deductible Reimbursement & Wellness Benefit Programs
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401(k) with Company Match
REQUIREMENTS: (Education, Experience, Skills, Abilities)
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High School diploma or GED equivalency
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One (1) year of customer service experience
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Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems
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Good written communication skills to include accuracy and relevant client information
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Ability to work with confidential information in a professional manner
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Ability and willingness to work a flexible schedule/overtime, as needed
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Ability to adapt to change and work in a fast paced environment
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Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
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Excellent communication and organizational skills as well as a friendly and outgoing personality
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Ability to work under pressure and handle multi-task work environment
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Must be well organized, detail-oriented and have excellent time-management skills
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.
While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, use hands to finger, handle or feel, and reach with hands and arms.
The Team Member is occasionally required to lift and/or move 50+ pounds, sit; stoop, bend and kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines, etc.
This is a full-time position. Core days/hours are Monday through Friday, 8:00 am to 5:00 pm, Saturday and Sunday, 8:00 am to 4:00 pm. (Weekend rotation schedule.) Evening hours are Monday through Friday until 8:00 pm. Occasional overtime required.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.
