Responsibilities

• Provide quality customer service and technical support to clients by identifying problems, researching and providing answers and if needed guiding the client through corrective actions.
• Keeps accurate records of client interactions by recording details of inquiries, comments, problems, etc. and notates action taken. 
• Ask follow-up questions and check to ensure appropriate changes were made or answers given to resolve client’s need(s).
• Professionally refer unresolved or escalated calls to designated rep, Team Lead, or Management.
• Maintain and retain merchants by building rapport and providing a hospitable approach to assist merchant’s with their questions or concerns and seeking total satisfaction.
• Maintain a quality and quantity of work that falls within established standards
• Learn and maintain all needed customer service skill-sets and related competencies
• Attend training sessions as assigned
• Educate merchants about new products and services offered by COMPANY
• Effectively take ownership of and resolve issues received from merchants and perform needed follow-up.
• Communicate effectively at all levels – internally, externally, written and oral
• Communicate with other departments to identify issues, solve problems or share communication
• Follow all established procedures and policies
• Receptive to coaching/counseling and provided feedback with positive attitude
• Initiate and/or take part in department improvements as directed by management
• Able to maintain composure during high volume, high stress situations
• Manage time efficiently; meet personal and departmental goals and work effectively within the team

Experience and Education Requirements

• High School Diploma or equivalent
• Six months customer or technical support experience. Merchant Services industry a plus
• Call center experience not required but preferred

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