CS - After-Hours Lead

Talus Payments•Addison, TX

3d•Hybrid

About The Position

The After-Hours CS Lead supports all facets of merchant facing support during the overnight hours and serves as an escalation point for all After-Hours Support Staff. Agents in this role are responsible for handling customer services as well as technical support-related inquiries via phone, email or chat, to a clients satisfaction, the same as After-Hours Support Representatives. This position is required to work quickly and often independently to identify root cause to issues and provide viable resolutions that meet the needs of our clients with an emphasis on world-class customer service.

Requirements

Two (2) years or more of customer service related to merchant processing, retail hospitality or call center environments
Proficiency with chat platforms, ticketing systems and phone networks
Fast and accurate typing skills (40 WPM or more)
Capacity to remain calm, polite and understanding when handling frustrated or angry merchants
Strong critical thinking skills to analyze issues and find quick, effective solutions
Excellent written and verbal communication skills to explain complex processes simply
Ability to multi-task, prioritize urgent inquiries and manage time efficiently with little supervision
Excellent written and oral communication skills with an ability to explain complex technical concepts to stakeholders
Ability to coach others with a keen focus on active listening for understanding

Responsibilities

Answer customer inquiries via chat, email and phone
Diagnose hardware, software and network problems using internal documentation and step by step guides
Guide users through steps to identify and troubleshoot technical issues
Answer Basic Billing and Deposit related questions
Record customer details, issues and resolutions in the CRM
Escalate complex or unresolved issues to leadership as needed
Train merchants on how to use new software, hardware or product features
De-escalate tense situations to resolve issues and retain merchant accounts
Utilize multiple internal and external systems to see merchant activity and historical background to inquiries
Complete CSR Tickets accurately and timely
Work with Risk where needed for account and device deactivations related to fraud
Properly document issues for resolution with day shift teams
Monitor chat, phone and email turnaround times for SLA adherence
Take escalation chats/calls from merchants as needed
Provide coaching where needed to address service deficits
Lead by example in time management, ownership of issues, and collaboration