Merchant Support Rep I
About The Position
Under the direction of the Director, Client Services, the Merchant Support Rep I, handles merchant service-facing client inquiries by providing superior client experience in all customer service aspects involved in payment processing, ensuring customer and partner satisfaction. Providing exceptional call center support for all telephone inquiries regarding merchant service-related matters to merchants and partners. Acting as interdepartmental support guidance liaison and solutions expert. Navigating client inquiries via ticketing systems and leads inquiries toward resolution. Preparing professionally drafted email communications and responses. Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc. Providing basic level technical assistance. Lending assistance with PCI compliance and certification, password resets, dashboard navigation, etc. Assisting with address and basic account update requests. Performing other duties and responsibilities as assigned by Department or Company leadership. Other duties as assigned. Supporting specialized projects on an as-needed basis as directed by Department or Company leadership.
Requirements
- High School Diploma or equivalent. Some college or college degree preferred.
- Experience in customer service.
- Experience in call center environments in the payments industry.
- Ability to listen to others and communicate in an effective manner.
- Ability to prevent, manage, and/or resolve conflicts.
Nice To Haves
- Bi-lingual a plus.
Responsibilities
- Handles merchant service-facing client inquiries by providing superior client experience in all customer service aspects involved in payment processing, ensuring customer and partner satisfaction.
- Providing exceptional call center support for all telephone inquiries regarding merchant service-related matters to merchants and partners.
- Acting as interdepartmental support guidance liaison and solutions expert.
- Navigating client inquiries via ticketing systems and leads inquiries toward resolution.
- Preparing professionally drafted email communications and responses.
- Educating and assisting with various merchant services functions including, without limitation, batch, funding, reconciliation, tax reporting, etc.
- Providing basic level technical assistance.
- Lending assistance with PCI compliance and certification, password resets, dashboard navigation, etc.
- Assisting with address and basic account update requests.
- Performing other duties and responsibilities as assigned by Department or Company leadership.
- Other duties as assigned.
- Supporting specialized projects on an as-needed basis as directed by Department or Company leadership.
Benefits
- Competitive Salary, Bonuses, and Incentives.
- Comprehensive employer-sponsored health, vision, and dental insurance programs.
- Paid time off, Paid Sick and Paid Holidays.
- 401K plan with matching contribution.
- Commitment to Career Development and Advancement.
- Employee Recognition and bonus programs
- Vibrant Office Culture, Team Building, Birthdays, Work Anniversaries, Snacks, and more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
