Job Title
Seeking a highly skilled Client Service Specialist to join our team.
Key Responsibilities:
* Respond to customer inquiries, orders, service needs and complaints, resolving where applicable or directing to other departments
* Receive and/or place telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures
* Analyze merchants' payments-related issues, assist with disputes, and provide sustainable solutions
* Collaborate with other internal teams such as risk, deployment, finance, and product for cascading and escalations of merchants' payment-related concerns
* Maintain in-depth knowledge of functionalities for all equipment & systems used by the Service Center team
* Assist with exceptional and unusual situations and customer concerns with merchant processing, equipment and software
* Work directly with merchants, sales agents, operational departments, and vendors to handle challenging and complex merchant processing questions and concerns
* Professionally manage difficult or emotional customer situations, responding promptly to customer needs and requests for service and assistance
* Proactively identify gaps in processes or products that can potentially lead to merchant churn
* Work with clients in a caring and professional manner to provide helpful solutions while keeping them and the company compliant
* Ability to work evenings and/or weekends
Qualifications and Skills:
* Experience working with a Payment Processor, Payment Gateway, Merchant Services Provider, Independent Sales Organization, Independent Software Vendor or Payment Service Provider in a similar position
* Skilled in customer service and technical support
* Outstanding written and verbal communication skills
* Ability to work in a fast-paced environment
* Exceptional listening skills
* Quick problem solving and decision-making skills
* Computer literate with proficiency in Microsoft productivity tools and Salesforce
* Ability to work independently and objectively with a commitment to delivering results
* Effective interpersonal and training/advising skills
* Sound judgment with the ability to influence positive change
* Ability to prioritize and use time efficiently based on the importance level of the issue at hand
About Us:
We are a leading provider of integrated payment solutions, dedicated to fostering the growth and success of our partners and merchants. We excel at seamlessly integrating innovative transaction technologies into a user-friendly platform.