Merchant Services Representative

Vagaro • Pleasanton, CA

402d

About The Position

The Merchant Services Representative is responsible for delivering exceptional customer service and support to merchants through various communication channels, including phone, email, and chat. This role focuses on addressing inquiries, resolving issues, and ensuring a smooth transaction process for clients, requiring strong communication skills and a solid understanding of payment processing in a fast-paced environment.

Requirements

• Previous experience in customer service, technical support, or merchant services is preferred.
• Familiarity with payment processing systems and financial services.
• Excellent verbal and written communication skills with professional and friendly phone etiquette.
• Strong analytical and problem-solving abilities.
• High level of accuracy and attention to detail in all tasks.
• Proficiency in Microsoft Office Suite, and experience using Zendesk is preferred.
• Ability to perform basic math functions accurately.
• Experience with reconciliation of reports and deposits.
• Maintain a professional and positive attitude with clients and co-workers.
• Well-organized and able to manage multiple tasks effectively.

Nice To Haves

• Ability to work flexible hours, including weekends and holidays, as needed.
• Strong organizational skills and the ability to multitask effectively.

Responsibilities

• Respond to merchant inquiries via phone, email, and chat in a timely and professional manner.
• Review reports for discrepancies and perform reconciliation to ensure accuracy.
• Troubleshoot and resolve issues related to payment processing, account management, and transaction discrepancies.
• Escalate issues to partners and supervisors promptly and effectively.
• Assist merchants with account setup, updates, and changes for efficient processing.
• Manage the customer relationship management system and provide detailed notation of account issues.
• Work closely with the customer support team to offer guidance and expertise in addressing merchant inquiries.
• Collaborate with internal teams, including risk, compliance, and technical support, to resolve complex issues and improve merchant experience.
• Assist the team with various issues, demonstrating flexibility and a willingness to contribute to overall team success.
• Participate in cross-training on different tasks within the department to enhance versatility and support team needs.
• Provide support to the Fraud and Risk team with monitoring transactions and reviewing accounts if needed.
• Serve as the Subject Matter Expert (SME) for Vagaro Pay Later, offering specialized guidance and ensuring a seamless experience for merchants utilizing this service.
• Maintain reliability through attending scheduled shifts consistently.
• Perform other duties assigned to support the department's overall success.

Benefits

• Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses.
• Generous PTO: 15 accrued days, including 9 company holidays annually.
• Growth Opportunities: College Assistance Reimbursement, access to our EAP & Work/Life Program, and a LinkedIn Learning account to master new skills.
• Financial Security: 401k program with 4% matching and optional life/supplemental insurance.
• Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family.
• Exclusive Perks: Discounts, special offers, and preferred seating for top attractions, theme parks, shows, sports events, movies, hotels, and more through TicketsAtWork.
• Beauty Perks: Receive $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments.
• Food Perks: Enjoy a $50 monthly stipend for our onsite microkitchen, offering light meals, snacks, and beverages, plus a complimentary DoorDash DashPass subscription for all your local food delivery needs.
• Stay Active: Take advantage of our on-site gym, flavored water dispenser, and basketball court to stay fit and energized.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed