Customer Support Representative-Hybrid in Chicago

📌 Core Information

🔹 Job Title: Customer Support Representative-Hybrid in Chicago

🔹 Company: Rewards Network

🔹 Location: Chicago, Illinois, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon Mar 31 2025 18:24:44 GMT+0000 (Coordinated Universal Time)

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing exceptional customer service to Rewards Network members.
• Addressing member concerns quickly and effectively.
• Working closely with partners and other programs to offer premium service.
• Ensuring member concerns are addressed in a timely manner.

ASSUMPTION: Given the hybrid nature of the job, expertise in balancing remote and in-office tasks is assumed to be crucial for the role.

📋 Key Responsibilities

✅ Answer and respond to high-volume inbound calls and emails from members.

✅ Assist with account questions and provide relevant account information.

✅ Serve as a subject matter expert on various loyalty rewards programs.

✅ Analyze account issues, troubleshoot, and negotiate resolutions.

✅ Assist in processing missing dining benefit transactions.

✅ Perform additional duties as assigned by management.

ASSUMPTION: It is presumed that candidates will require strong negotiation and problem-solving skills to successfully fulfill their responsibilities.

🎯 Required Qualifications

Education: High School Diploma or GED required.

Experience: Minimum of 2 years in an inbound call center or similar customer service role.

Required Skills:

• Experience using call center software.
• Strong written and verbal communication skills.
• Attention to detail and proficiency in Microsoft Office tools.

Preferred Skills:

• Experience with the AS400 system.
• Knowledge of internet search engines and troubleshooting.

ASSUMPTION: The role likely requires adaptability to new systems and technologies, given the preferred skills in specific software.

💰 Compensation & Benefits

Salary Range: $20-$23 per hour based on experience and skills.

Benefits:

• Competitive Paid Time Off and company holidays.
• 401(k) plan with company match.
• Comprehensive medical, dental, and vision plans.

Working Hours: 40 hours per week with hybrid work arrangement.

ASSUMPTION: Compensation details suggest a competitive package aimed at attracting experienced candidates, typical in urban job markets like Chicago.

📌 Applicant Insights

🔍 Company Context

Industry: Rewards Network operates within the Financial Services sector, uniquely focusing on the restaurant industry.

Company Size: 201-500 employees, providing a medium-sized organizational environment with ample opportunity for personal contributions and visibility.

Founded: 1984

Company Description:

• Leading fintech company specializing in restaurant-related rewards programs.
• Enhances dining experiences with card-linked offers and data analytics.
• Collaborates with strategic partners for comprehensive loyalty programs.

Company Specialties:

• Restaurant Loyalty
• Merchant Cash Advance
• Data Analysis and Marketing

Company Website: https://www.rewardsnetwork.com

ASSUMPTION: As a specialized fintech firm, candidates are assumed to benefit from understanding both the technical and customer service aspects of operations in the restaurant sector.

📊 Role Analysis

Career Level: Intermediate level aimed at candidates with previous call center or customer service experience.

Reporting Structure: Likely involves reporting to a Customer Service Manager or similar role, with collaborative interaction across teams.

Work Arrangement: Hybrid format providing flexibility with a combination of remote and on-site work.

Growth Opportunities:

• Opportunities to specialize within customer service or transition into other departments.
• Potential for advancing to leadership roles within the customer service domain.
• Professional growth supported by partnerships with leading loyalty programs.

ASSUMPTION: There is potential for career advancement in areas of customer service management and possibly into marketing or analytics given Rewards Network’s focus.

🌍 Location & Work Environment

Office Type: Hybrid office environment with modern facilities.

Office Location(s): Downtown Chicago, near Metra and Ogilvie train stations.

Geographic Context:

• Strategically located in central Chicago for easy commute.
• Accessibility to dining and cultural experiences in the city.
• Proximity to other businesses and industry partners.

Work Schedule: Standard workweek structure with hybrid working days.

ASSUMPTION: The urban setting and flexible work model provide a dynamic work-life balance opportunity attractive to urban professionals.

💼 Interview & Application Insights

Typical Process:

• Initial application through the company website.
• Screening by HR for basic qualifications and experience.
• Technical interview focusing on customer service skills and software proficiency.

Key Assessment Areas:

• Communication competency.
• Problem-solving and negotiation skills.
• Adaptability to hybrid working conditions.

Application Tips:

• Highlight experience with customer service and specific software systems in your resume.
• Prepare examples of problem-solving scenarios from past experience.
• Demonstrate adaptability and readiness for hybrid work settings.

ATS Keywords: Customer Service, Call Center, Communication, Negotiation, AS400, Microsoft Office

ASSUMPTION: Candidates are assumed to benefit from a tailored resume using role-relevant keywords to enhance ATS compatibility.

🛠️ Tools & Technologies

• Call Center Software
• AS400 System
• Microsoft Office Suite

ASSUMPTION: Familiarity with customer service software and basic office tools is crucial due to the technical demands of troubleshooting and data management.

👔 Cultural Fit Considerations

Company Values:

• Innovation in restaurant marketing and loyalty benefits.
• Commitment to restaurant partner success and customer satisfaction.
• Collaborative work environment valuing diverse perspectives.

Work Style:

• Team-oriented with goal-driven project execution.
• Flexibility in adapting to hybrid schedules and tasks.
• Focus on collaborative problem-solving and ownership.

Self-Assessment Questions:

• How comfortable are you working in a hybrid setup?
• Can you provide examples of troubleshooting in past roles?
• What experiences do you have with customer engagement and loyalty programs?

ASSUMPTION: A close match in values and work style likely increases a candidate's success at Rewards Network.

⚠️ Potential Challenges

• Adapting to the hybrid work model and schedule changes.
• Managing high-volume customer interactions efficiently.
• Staying updated with the various loyalty programs offered.
• Resolving complex account-related issues swiftly.

ASSUMPTION: Challenges present opportunities for impactful contributions, vital to benefiting from the flexible work structure.

📈 Similar Roles Comparison

• Similar companies offering customer service roles in fintech focus on high-quality interaction and digital tool integration.
• Roles within smaller companies might not offer as dynamic a hybrid working model.
• Positions in larger corporations could feature broader customer service duties but reduced flexibility in work arrangements.

ASSUMPTION: Understanding the hybrid aspect of this role compared to others could highlight the unique flexibility benefits offered.

📝 Sample Projects

• Supporting a rollout of new customer service protocols aimed at improving satisfaction metrics.
• Assisting in the integration of new loyalty programs within customer interactions.
• Developing tools to enhance service efficiency during peak restaurant seasons.

ASSUMPTION: Projects assume dynamic interaction between tech enhancement and direct customer service duties.

❓ Key Questions to Ask During Interview

• What performance metrics are critical for success in this role?
• How does the company support team members transitioning to hybrid work environments?
• Can you describe the typical onboarding process for new hires?
• What opportunities are available for professional development?
• How does Rewards Network plan to evolve its customer service approach?

ASSUMPTION: These questions can help candidates assess alignment with company goals and work culture, enhancing decision-making on job fit.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant customer service experience.
• Prepare for interviews by revisiting past customer interactions.
• Consider weaving company values into your application narrative.
• Reach out to the company's HR for further insights post-application.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.