Premier Client Services Representative

Paysafe•Jacksonville, FL

About The Position

The Premier Client Services Representative will oversee, manage, and communicate with assigned customers on a consistent and ongoing basis through all aspects of their processing account to ensure customer satisfaction; the representative will be the customer’s main contact with iPayment after program inception. The Premier Client Services representative is expected to fully comprehend and have an extensive understanding of all functions within the call center as well as other internal departments. Additionally, this position requires extensive knowledge of First Data reporting, profound industry experience, excellent rapport with staff and customers as well as driving performance to meet customer satisfaction.

Requirements

Excellent analytical and problem-solving skills, with a technical aptitude.
Demonstrate a strong bias for learning and keep up to date on industry and management trends.
Positive attitude, energetic approach, and self-motivation.
Excellent communication and interpersonal skills.
High performance orientation; has a “Raise the bar” mentality, constantly striving to reach new levels of performance.
Well organized with a high level of attention to detail.
3 - 5 years in a business office environment.
Experience in customer service, communication or sales role.
Able to work effectively and efficiently with professionals who have varying degrees of product and technical proficiency.
Proficient to advanced Microsoft Office and Windows base application skills.
Prior customer relations experience within a call center and financial services environment.
Extensive knowledge of all relevant programs.
Comprehensive understanding of company and internal department roles, policies, procedures and functions.
Strong record of achievement in a culturally diverse organization.
Demonstrates progression in work experience within a single or multiple organizations.

Nice To Haves

Associate or Bachelor’s Degree strongly preferred.
Account management experience preferred.

Responsibilities

Managing a list of clients ensuring consistent and pro-active communication.
Build on-going relationships with selected cliental professionals, providing superior, consistent customer service, account management and customer support.
Work in a fast paced, team-oriented environment to achieve business goals.
Accomplish targeted performance objectives with a positive and can-do attitude.
Support, educate and train cliental with new product offerings.
Develop a trusted advisor relationship and build a service plan to achieve client expectations.
Meet customer needs and maintain a loyalty relationship by acting as a liaison between billing, customer service, technical support, and any other internal needs to resolve issues timely and effectively.
Stay engaged with customers to deepen and widen relationships and recognize new opportunities through regular proactive communication.
Alert management of unusual, at risk situations or escalations.
Receive, manage and delegate service tickets to ensure SLA levels are met.
Provide reports, data & information for team & individual department metrics
Assumes all other responsibilities that may be assigned by the iPayment, Inc. management team.
Assist with establishing Omni channel customer experience with integrated and cohesive support channels like Chat, iAccess Customer Portal and Zen Desk Ticketing System
Provide professional, expert first contact resolution via phone, chat or e-mail inquiries
Assist with creating and contributing to knowledge base for Chat Support training & best practices