Customer Support Specialist

VEHLO•Knoxville, TN

1d•Hybrid

About The Position

This role focuses on supporting existing merchants with their day-to-day payment processing needs, acting as a knowledgeable and reliable point of contact across phone, email, and chat. The position handles account updates, explains pricing models and compliance requirements, and investigates/resolves payment-related issues with a focus on long-term solutions. It also requires strong cross-functional collaboration, attention to detail, and expertise in payment industry concepts to manage escalations and deliver accurate guidance.

Requirements

2+ years of experience in customer support, preferably in payment processing, fintech, or automotive dealership operations.
Working knowledge of payment industry concepts including interchange, PCI compliance, processing systems, and dispute resolution.
Strong verbal and written communication skills, with the ability to explain technical or financial concepts clearly to non-technical audiences.
Proven problem-solving ability with a proactive, ownership-oriented approach to merchant issues.
Experience managing complex or escalated customer inquiries with professionalism and follow-through.
Proficiency in Microsoft Office (Excel, Outlook, Word) and Salesforce.
High attention to detail and strong organizational habits, particularly when managing multiple open cases simultaneously.

Nice To Haves

Experience with merchant services platforms, payment terminals, or virtual terminal environments.
Familiarity with surcharge and consumer choice pricing programs and their compliance requirements.
Exposure to DMS platforms is a meaningful advantage.

Responsibilities

Provide timely, professional support to existing merchants via phone, email, and chat, serving as a trusted resource for day-to-day payment processing questions and concerns.
Process account updates including bank changes, pricing adjustments, and monthly statement uploads, ensuring accuracy and proper documentation throughout.
Explain Dealer Pay's program options — including surcharge, non-surcharge, and consumer choice models — and help merchants understand the pricing structures and compliance requirements associated with each.
Investigate and resolve payment-related issues, including statement discrepancies and account concerns, with a focus on long-term solutions rather than one-time fixes.
Assist with escalated issues related to terminals, virtual terminals, card security, and unusual processing activity, escalating internally when needed and following through to resolution.
Maintain accurate, thorough records of all merchant interactions, updates, and resolutions across CRM and internal systems.
Collaborate cross-functionally with Technical Support, Implementation, Enrollment, and Operations teams to resolve complex issues and escalations efficiently.
Serve as an informed resource on industry topics including interchange rates, PCI compliance, payment network rules, and DMS-integrated payment workflows relevant to the automotive dealership environment.
Stay current on all Dealer Pay systems, tools, product updates, and platform functionality to provide accurate guidance and represent the product confidently.
Use Microsoft Office, Slack, and CRM tools to manage communications, track open items, and maintain organized workflows.