Merchant Services Client Support Representative

We are looking for a Client Support Representative to help nurture long-term relationships with our clients and sales representatives. You will help resolve any issues that arise to ensure client satisfaction. In this role, you should be an excellent communicator who is able to grasp client needs with critical thinking skills to resolve them in a quick and efficient manner.

You will collaborate cross functionally with our Merchant Services Operations and Sales Support teams. You will help our existing clients and sales representatives which includes facilitating back-end updates, account changes, and general inquiries all while ensuring proper processes and procedures are followed appropriately. Expect to work in a team environment and independently.

You will be a key member of the Client Support team and will play a pivotal role in the organization to ensure requests are processed timely and ensuring the security of our clientele while maintaining strong professional relationships.

Compensation for this role is $17/hour, and hours worked will be 12pm - 8pm Eastern (after initial training period).

Responsibilities

• Answer inbound calls and emails from existing clients and sales representatives regarding their merchant services account.
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines.
• Always maintain a courteous and calm manner to de-escalate stressful situations.
• Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.
• Manage workload within our internal system of record by logging and completing tickets for each inbound call and internal/external emails assigned to you.
• Manage and complete account information updates which includes banking, address, phone number, contact details, and other similar changes.

• Maintaining KPI’s such as phone interactions, emails, and ticket response times.

• Assist, educate, and resolve inquiries pertaining to funding, statements, PCI compliance, rates, and fees.
• Escalates unresolved client issues with pertinent information included to all appropriate resources.
• Document each interaction in a clear and concise manner in our database and all other applicable systems.
• Process supply orders, returned statements, refund requests, and other invoice-related requests.
• Understands the importance of following proper processes and procedures to ensure the security of Simpay and our clients.

Requirements

• 1+ years in inbound/outbound call center customer service experience within the credit card industry strongly preferred.
• Excellent verbal and written communication skills.
• Proven ability to deliver results, achieve commitments, prioritize, and exceed expectations.
• Excellent analysis skills and ability to embrace innovative technologies.
• Learns from mistakes by self-assessing with a desire to continually improve; identifies and communicates specific personal growth goals for self and learns from mistakes.
• Critical and analytical thinker able to interpret and understand what is implied whether it is explicit or not.
• Must be able to operate simultaneously at tactical and strategic levels.
• Support and enhance our ability to make fact-based decision-making.
• Drives focused decisions within specific areas of content, key contributor to decisions beyond specific scope of content.
• Communicates effectively to relevant levels of the business across boundaries with peers and senior leadership.
• Applies excellent intrapersonal skills both in one-on-one situations with all levels of personnel, and in facilitating group meetings.
• Tailors’ communication to the context and style of the audience.
• Excellent analytical and critical thinking skills.
• Keen diligence to details with a high degree of accuracy on work output.
• Plans own tasks to meet and exceed objectives.
• Works under minimal supervision.
• Inquisitive and adaptive learner.
• Requires strong verbal, listening and written communication skills.
• Proficient with Microsoft Office Suite O365 (Outlook, Excel, Word, etc.).
• Must be incredibly detailed oriented to drive positive results.
• Experience with computer configuration and software applications.
• Strong understanding of merchant services processing industry with respect to Visa/MasterCard and interchange knowledge.
• Enthusiastic about exceptional customer service, internal and external.
• Elevated level of integrity, energy, initiative-taking, and goal oriented.
• Solid analytical skills and ability to think strategically.
• Ability to work in a remote setting.

Benefits

• Winning Culture (Top Workplaces 2022)
• No to low deductible healthcare plans
• Generous paid time off
• Charitable time off
• Casual dress office
• Frequent and fun company events
• 401k with 4% match
• A transparent and collaborative environment

Simpay is an Equal Opportunity Employer. Simpay does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Employment with Simpay is "at-will." This means that if hired, you or the Company may terminate your employment at any time with or without notice or cause.