Client Service Specialist

EPSG, LLC•Melville, NY

5d•Onsite

About The Position

Looking for a fulfilling career that encompasses the dynamic world of payments? Join us at Echelon! We are the leading provider of integrated payment solutions and the destination for aspiring professionals like you to make payments the first and last stop in your career. We are seeking a detail-oriented Client Service Specialist to provide exceptional customer support for our clients. This will include responding to customer inquiries via telephone, email, SMS, and chat, troubleshooting technical issues and responding to billing inquiries in accordance with the organization's service standards. This role will report to the Manager of Client Support and is based out of headquarters in Melville, NY.

Requirements

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.

Nice To Haves

TSYS and First Data platform experience is preferred but not mandatory
Spanish speaking preferred but not mandatory

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