Premier Merchant Support Representative
About The Position
The Premier Merchant Support Representative serves as the primary point of contact and liaison for high-value customers, coordinating with internal departments such as Operations, IT, and Risk to address customer needs and resolve issues. The role supports customers with monthly statements, chargebacks, risk mitigation tools and procedures, and monetary-related inquiries. It also involves creating and managing service tickets, training customers to set up and operate payment-processing equipment, troubleshooting technical issues, and investigating transaction histories to reconcile discrepancies. The representative is expected to provide timely, accurate, and professional customer support, including in stressful or emotionally charged situations. The role also contributes to departmental improvements and cross-functional projects. This is a full-time, non-exempt hybrid role based in California, with an advertised salary of $24–$26.50 per hour based on experience.
Requirements
- Bachelor’s degree.
- Ability to perform consistently in a high-stress environment under substantial deadlines.
- Professionalism and composure when interacting with high-value customers in stressful or emotionally charged situations.
- Excellent organizational, verbal and written communication, and customer service skills.
- Ability to set priorities and manage workflow for efficient, timely, and accurate processing of responsibilities.
- Analytical skills and strong business acumen.
- Ability to work in a team environment and build and maintain professional relationships with coworkers and high-value customers.
- Excellent follow-through skills.
- Desire to learn and grow 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
- A minimum of 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.
- Liaise between high-value customers and internal teams to communicate customer needs and support timely delivery of services and solutions.
- Help customers understand monthly statements and navigate the chargeback process.
- Use knowledge of risk mitigation tools and procedures, including reserves and diverts, to educate and guide customers.
- Create, track, and manage service tickets from initiation through resolution, following up with relevant teams.
- Train and support customers in setting up and operating payment-processing equipment, and troubleshoot technical issues.
- Communicate clear and accurate resolutions to customer inquiries related to monetary matters and accounts.
- Investigate transaction histories and reconcile discrepancies by analyzing processing data, reports, and supporting documents.
- Remain open to coaching and feedback and maintain a positive, professional attitude.
- Contribute to departmental improvements and cross-functional initiatives, including 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
Career Level
Entry Level
