PERSONAL CAPITAL Customer Support Representative Salary in the United States

About Personal Capital

Personal Capital is a leading digital wealth management company, founded in 2009. We’re on a mission to transform financial lives through technology and people, providing both insight-driven advice with free financial tools and personalized wealth management from 200+ registered financial advisors across the county. Personal Capital has raised $315 million in capital from accomplished financial and strategic investors (IVP, Venrock, Crosslink, Corsair, Blackrock, BBVA, USAA, IGM/Power) to disrupt the traditional $30 trillion U.S. wealth management market. Our free personal finance app is utilized by over two million users, helping them track over $650 billion of their personal finances, all in one place. Our award-winning apps paved the way for our advisory firm, which now manages over $9 billion in personalized investment portfolios for American families. Personal Capital is headquartered in Redwood Shores with offices in San Francisco, Denver, Dallas, and Atlanta.

For more information on Personal Capital, please visit personalcapital.com.

The Role: The Customer Support Representative will be responsible for ensuring Personal Capital offers best in class support to our clients. Our team is looking for someone who is able to work under general supervision and who has the ability to make accurate decisions, focusing on excellent customer service and first-call resolution when possible. Our ideal candidate must be a highly motivated, energetic, and dependable professional committed to world class support. The Customer Support Representative must also possess strong technical and problem solving skills.

Essential Duties and Responsibilities: 

• Track open issues and manage tickets within Zendesk and update customers on resolution progress. Escalate issues that cannot be resolved using current knowledge.
• Train with the team members to learn current and new product platforms.
• Communicate with customers and provide reassurance that the issue is being properly addressed.
• Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously.
• Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition at all times.
• Self-motivated, self-managed, and attentive to detail.
• Desire to produce high-quality work.
• Excellent verbal and written communication.
• Ability to balance multiple demands and work both independently and as part of a team.
• Take accountability for the performance and reliability of deliverables.
• Collaborate with all team members.
• Answer incoming phone calls and take appropriate action for each call.
• Maintain agent satisfaction ratings based on explicit criteria set forth by your manager.
• Produce documented solutions to provide customers with a blueprint for resolving similar issues in the future.
• Share documentation/expertise internally with team and externally across team.

Location: Downtown Dallas