Premier Merchant Support Representative
About The Position
KORT Payments is hiring a full-time Premier Merchant Support Representative for a hybrid role in California. The position serves as the primary point of contact and liaison for high-value customers, coordinating with internal teams to resolve issues and provide timely, accurate support. The representative helps customers understand monthly statements and chargebacks, explains account-related monetary matters, and guides them on risk mitigation tools and procedures. The role also involves creating and tracking service tickets, training customers on payment-processing equipment, troubleshooting technical issues, and investigating transaction histories to reconcile discrepancies. The representative is expected to maintain professionalism under pressure, welcome coaching, contribute to departmental improvements, and support cross-functional initiatives. The position is non-exempt and pays $24–$26.50 per hour, based on experience.
Requirements
- Bachelor’s degree required.
- Strong organizational, verbal and written communication, and customer service skills.
- Ability to perform consistently in a high-stress environment and meet substantial deadlines.
- Ability to remain professional and composed with high-value customers in stressful or emotionally charged situations.
- Ability to set priorities and manage workflow for efficient, timely, and accurate work.
- Proven analytical skills and strong business acumen.
- Ability to work in a team and build and maintain professional relationships with coworkers and high-value customers.
- Excellent follow-through and a desire to learn and grow in industry knowledge.
- Experience with Microsoft Office, including Outlook, Word, and Excel, and other data programs.
- Data-entry proficiency with 90% accuracy and a minimum typing speed of 40 WPM.
- Basic math proficiency.
- Moderate to advanced computer skills.
Nice To Haves
- At least 2 years of merchant services experience is strongly preferred.
- Hands-on experience and working knowledge of credit card terminals and point-of-sale (POS) devices, including setup, troubleshooting, and day-to-day operation, are strongly preferred.
Responsibilities
- Serve as the primary point of contact for high-value customers, coordinating intake, assessment, and resolution with internal departments such as Operations, IT, and Risk.
- Liaise between high-value customers and internal departments to communicate needs and coordinate timely services and solutions.
- Help customers understand monthly statements and navigate the chargeback process.
- Educate and guide customers on risk mitigation tools and procedures, including reserves and diverts.
- Create, track, and manage service tickets from initiation through resolution, following up with relevant teams to meet service-level expectations.
- Train customers in setting up and operating payment-processing equipment, and troubleshoot technical issues.
- Communicate clear and accurate resolutions to monetary-related customer inquiries.
- Investigate merchant transaction histories and reconcile discrepancies using processing data, reports, and supporting documents.
- Maintain a positive, professional attitude and openness to coaching and feedback.
- Contribute to departmental improvements, cross-functional initiatives, and special projects assigned by management.
Benefits
- Health, dental, and vision plans.
- Flexible and inclusive work environment.
- Team-building activities and company-wide celebrations.
- Ongoing learning opportunities and opportunities to take on new challenges.
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What This Job Offers
Job Type
Full-time
