Customer Service Representative

About Choice DigitalChoice Digital is redefining modern disbursements. Our platform combines compliance, security, and simplicity to ensure every payment is delivered securely, instantly, and without friction. From eliminating fraud risk with real-time intelligence to guaranteeing payment delivery, we empower businesses to streamline financial operations while building trust with their customers.Why Join Choice DigitalChoice Digital is growing fast, profitable, and scaling into new industries where modern disbursements are no longer optional – they’re essential.Here's Why People Love Building Their Careers HereProven growth: You'll join a profitable company serving 300+ clients and rapidly expanding into new markets.Real impact: Your work will directly transform how money moves, solving inefficiencies that frustrate both businesses and customers.Culture of confidence: Enjoy a collaborative, casual environment where we balance autonomy with accountability.Future-focused: Help shape a rapidly evolving category – we’re not just part of the change, we’re leading it. Our Core ValuesOur Core Values guide how we work and who we strive to be.Relentless Ownership. We take responsibility end to end. If it is ours, we own it until the outcome is achieved.Find the Right Way Forward. When the work matters, we focus on solutions. We don’t get stuck on obstacles or default to “no.” If something aligns with our vision and improves outcomes for clients or recipients, we ask how to make it happen.Lead with Integrity. We act in ways that make us worthy of trust from clients, consumers, and each other. We do not trade trust for speed, convenience, or short-term economics.Position OverviewThe Customer Service Representative will play a crucial role in ensuring that Choice Digital is resolving customer inquiries within a timely manner and with excellent customer service. You will be the first point of contact for end customers related to issues that arise as well as actions that need to be taken for disbursements we have issued. This support will be primarily through email so strong written communication skills are required.This role will primarily be in-office Monday through Thursday but could have weekend and/or holiday requirements based on business needs and is subject to change.Key ResponsibilitiesCustomer InteractionManage and prioritize incoming customer support tickets through email and over the phone, ensuring prompt resolution and adherence to service level agreementsRespond to customer tickets promptly and professionally, acknowledging receipt, setting appropriate expectations, and providing regular updates on progress until the issue is resolvedEnsure customer satisfaction by providing courteous, empathetic, and personalized responses in line with the company’s customer service standardsProblem-Solving and Issue ResolutionInvestigate and analyze customer issues presented in tickets, identifying root causes and providing accurate and effective solutions or workaroundsIdentify and escalate complex or high-priority tickets to appropriate teams or supervisors according to established escalation proceduresDevelop a deep understanding of the company’s products and services to efficiently troubleshoot and resolve customer issuesKnowledge and Process ImprovementDocument all interactions and steps taken in the ticketing system to maintain comprehensive records of customer issues, resolutions, and follow-up actionsContribute to the development and maintenance of a comprehensive knowledge base, including troubleshooting guides and frequently asked questions (FAQs), to assist customers and improve first contact resolution ratesProactively identify patterns or trends in customer tickets to suggest process improvements and contribute to the enhancement of the customer support experienceHandle multiple tickets efficiently, prioritize urgent issues, and manage time effectively to meet ticket resolution targetsQualifications And ExperienceExcellent verbal and written communication skillsA strong customer service orientation with a focus on delivering positive customer experiences and resolving issues in a timely mannerExcellent organizational abilities to handle multiple tasks, prioritize work, and manage time effectively in fast-paced office settingGreat problem-solving skills to analyze customer issues and provide appropriate solutions or escalate tickets when necessaryComfortable using Mac computers and familiarity with common software applicationsBasic technical skills to understand and troubleshoot customer inquiries related to products or servicesDemonstrable accuracy and attention to detail when documenting ticket interactions and following processesAbility to adapt to various customer personalities, inquiries, and challenging situations while maintaining composure and professionalismWillingness to collaborate with team members and other departments to ensure smooth ticket resolution and customer satisfactionUpholds a professional demeanor in all interactions, adhering to company policies and maintaining confidentialityPunctual and reliable, able to work flexible hours and shifts as requiredWhat We OfferCompetitive annual compensation range of $50,000 to $60,000Annual bonus linked to company success and your personal performanceEquity offerings through stock options401(k) retirement savings match (up to 4%)Unlimited PTO policyCompany paid holidaysMedical, Dental, Vision, and Life InsuranceIn compliance with Colorado state law, pay for this position is anticipated to be between $50,000 and $60,000. Actual offers will be based on the applicant’s skills, experience, and education.While the anticipated deadline is anticipated to be May 6, 2026, you are encouraged to submit your application as we may still consider qualified candidates beyond this date.Choice Digital is an equal opportunity employer.The Pay Range For This Role Is50,000 - 60,000 USD per year (Broomfield, CO)