Customer Account Specialist ($20/hr)

DRB•Elkridge, MD

1d•$20

About The Position

This position's schedule is Monday-Friday 8:30am-5pm EST JOB PURPOSE: The Customer Account Specialist is responsible for receiving and maintaining merchant information to ensure proper routing of credit card funds for customers. The Customer Account Specialist will work directly with customers to coordinate obtaining the merchant information in alignment with the implementation/project timeline. In this position one will be responsible for programming and activating credit processing devices. ESSENTIAL FUNCTIONS & RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactorily level. Other essential and non-essential functions may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Serve as primary customer contact for set-up and loading of merchant information to payment kiosk hardware. Configure payment kiosk modems. (Programming and activating) Manage and communicate modems ship dates to key stakeholders. Contact Distributors to ensure customers receive merchant set-up information for credit card option. Build and test parameter files for multiple platforms for credit card processors to ensure compatibility of Unitec software. Collaborate with Service, Engineering, Marketing, Sales and Production Departments to resolve technical issues. Maintain 100% accuracy of all merchant information without loss of funds. Provide backup support to order entry area as needed. Manage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction. Monitors and maintains the open call queue for DRB In-Bay Merchant Services. Provide product and component information, recommending appropriate parts as needed. Ensure accuracy in order processing, shipment, and RMA handling. Create and update order documentation in Salesforce, logging customer feedback and resolutions. Provide order support across departments, such as Accounting, Sales, Development, and Operations. Resolves complex customer service issues and escalates when necessary. Communicate with Supervisor and/or Operations Management on significant issues from customers and employees. Maintain awareness of company policies and service standards, communicating them to both internal and external customers when needed. Engage in initiatives to improve order accuracy, decrease incoming calls, and enhance customer satisfaction. Performs other duties as assigned by Management.

Requirements

High School Graduate or equivalent.
Proficient in MS Office (Outlook, Excel, Word, Power Point) with 2+ years of experience.
Working cooperatively in partnership with others to help a team or work group achieve its goals, showing strong team collaboration skills.
Ability to work independently with professionalism and integrity.
Minimum 2 years’ experience in customer service.
Customer Service focused, detailed orientated with an ability to multi-task.
Experience providing customer support in a service or product sales environment.
Ability to take initiative and self-manage.
Stress tolerance with the ability to handle conflict and confront challenging issues in a fast-paced environment.
Time Management - Managing one's own time and the time of others.
Ability to work in a team environment and display professionalism at all times.

Nice To Haves

Previous experience in parts ordering is a plus, as is prior work with technical product or services.

Responsibilities

Serve as primary customer contact for set-up and loading of merchant information to payment kiosk hardware.
Configure payment kiosk modems. (Programming and activating)
Manage and communicate modems ship dates to key stakeholders.
Contact Distributors to ensure customers receive merchant set-up information for credit card option.
Build and test parameter files for multiple platforms for credit card processors to ensure compatibility of Unitec software.
Collaborate with Service, Engineering, Marketing, Sales and Production Departments to resolve technical issues.
Maintain 100% accuracy of all merchant information without loss of funds.
Provide backup support to order entry area as needed.
Manage inbound and outbound calls for orders and RMAs, ensuring high customer satisfaction.
Monitors and maintains the open call queue for DRB In-Bay Merchant Services.
Provide product and component information, recommending appropriate parts as needed.
Ensure accuracy in order processing, shipment, and RMA handling.
Create and update order documentation in Salesforce, logging customer feedback and resolutions.
Provide order support across departments, such as Accounting, Sales, Development, and Operations.
Resolves complex customer service issues and escalates when necessary.
Communicate with Supervisor and/or Operations Management on significant issues from customers and employees.
Maintain awareness of company policies and service standards, communicating them to both internal and external customers when needed.
Engage in initiatives to improve order accuracy, decrease incoming calls, and enhance customer satisfaction.
Performs other duties as assigned by Management.