Client Service Representative

Overview

A Customer Service Representative is expected to work with our clients by promoting the highest level of service and professionalism. We work with a wide array of clients who rely on the highest quality of service and dedication. Customer Service Representatives are expected to project a positive company image and experience through phone interaction. You will support interactions with customers through multi messaging campaigns such as email, mail, phone, task systems, and chat systems. These interactions should be coordinated and real time. In addition, you are also expected to acquire an in depth understanding of the entire merchant processing industry and the entire transaction cycle.

Responsibilities:

• Enhance organization reputation by providing clients with a first class customer service experience.
• Communicate with clients via phone, email, chat, and tickets.
• Assist customers with navigating our website, statements, contracts, orders, and billing inquiries.
• B2C: Provide post-sale support to customers, assist with order status inquiries and guide customers on gift card usage.
• B2B: Set up terminals and point of sale systems, troubleshoot system issues, generate and interpret transaction reports.
• Utilize strong problem-solving and people skills to ensure first call resolution.
• Build and maintain strong relationships with clients and fellow team members.
• Work closely with additional internal departments and teams to understand and ensure the proper course of action is taken.
• Thoroughly document inquiries and outcomes for accurate tracking and analysis.
• Under supervision receives and places follow up calls/ emails/ tickets/ projects to answer client inquiries in a timely manner.
• Seeks, understands, and implements the client’s expectations.
• Actively participate in team/ departmental meetings to provide feedback and improve the overall work environment.
• Meet and or exceed department performance metrics.

Qualifications: 

Education & Requirements:

• High school diploma or equivalent is required.
• Associates Degree or higher is preferred.
• Knowledge of customer service core principles and practices.
• Familiarity with the Microsoft Office Suite.
• Experience in the banking or credit card processing industry preferred, but not required.
• Excellent listening, oral, and written communication skills.
• Friendly and enthusiastic personality.
• Incredible attention to detail.
• Goal and results oriented.
• Resourceful and motivated to learn
• Multilingualism is an asset (French, Spanish, Portuguese)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.