Merchant Support Specialist

Upgrade • Phoenix, AZ

3d • $24 • Onsite

About The Position

We are seeking a self-motivated and hardworking Merchant Support Specialist to join our dynamic team. This role plays a crucial part in assisting our sales team by managing high call volumes and handling both inbound and outbound calls from contractors and consumers. You will address inquiries related to product troubleshooting, login issues, and general assistance, providing a professional and efficient support experience.

Nice To Haves

• Proven experience in a call center environment, demonstrating success in managing high call volumes.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly and professionally.
• Exceptional problem-solving skills and the ability to remain calm and composed under pressure.
• A collaborative spirit, thriving when working with cross-functional teams to achieve success.
• Adaptability and resilience in a changing environment, with a willingness to embrace challenges and drive improvement.
• An empathetic and patient attitude towards customers, ensuring every interaction is positive and supportive.
• A strong work ethic and a desire to exceed expectations consistently.

Responsibilities

• Make informed decisions on loan applications based on established guidelines and criteria, demonstrating a keen attention to detail and responsibility.
• Deliver exceptional customer service by understanding and resolving issues promptly, ensuring a positive experience for every customer interaction.
• Guide and assist merchants through our platform's onboarding process, offering step-by-step support and addressing any concerns they may have.
• Execute various call campaigns with a focus on engaging contractors and consumers, effectively promoting new features, updates, or special offers in a high-volume environment.
• Respond to customer inquiries received via email with professionalism, maintaining high standards in written communication and swift issue resolution.
• Work closely with product development, sales, and marketing teams to escalate complex issues and provide valuable insights based on customer feedback.
• Actively seek ways to enhance customer satisfaction, address pain points, and contribute to the growth and improvement of the support team.

Benefits

• Great open office space
• Paid time off (PTO)
• Competitive 401(k) program
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees