Customer Support Representative III / Assistant Manager

Segpay•Deerfield Beach, FL

About The Position

At Segpay, we are dedicated to providing secure and robust payment solutions that meet the diverse needs of our clients. Our dynamic environment encourages collaboration, innovation, and personal growth, enabling our team members to thrive and make a meaningful impact in the payment processing industry. We are currently seeking a passionate, driven, and detail-oriented Customer Support Representative III / Assistant Manager to join our Customer Service team and play a pivotal role in our journey. Job Summary: The Customer Support Representative III / Assistant Manager is responsible for supporting the Customer Service Manager and assisting customers with their inquiries on merchant sites.

Requirements

Bachelor's degree in communications or business administration
4+ years of customer service experience
2+ years of management experience
MS Office Suite
Familiar SQL Server
Strong communication skills (Verbal and Written)
Ability to foster and maintain relationships
Strong problem-solving skills and the ability to analyze complex data and situations to provide clear and actionable recommendations.
Strong organizational and time management skills, able to move from one task to another without impacting project progress.
Capable of meeting deadlines with minimal supervision
Driven, self-motivated, and goal oriented.
Ability to work independently or as a team member.
Great attention to detail

Responsibilities

Handle all call center questions and escalations
Assist with the management of the external call center staff
Provides service to inbound contacts and maintains established SLAs.
Develops thorough knowledge of Segpay's systems and technologies via hands-on, immersive training.
Works with existing clients and customers to meet any ongoing needs they may have.
Handles daily escalations and collects information that helps resolve escalated issues.
Provides clients and customers with courtesy, integrity, and efficiency to consistently exceed their expectations.
Strong written communication skills to provide clients and customers with accurate, prompt, and meaningful replies.
Document all communication with clients and customers within Segpay's help ticketing system.
Complies with PCI standards, policies, and best practices in the area of security, with a strong emphasis on the protection of sensitive data.
Assist the manager with daily tasks and duties.
Perform other duties and projects as assigned.