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Customer Service Representative

The Customer Services Representative is responsible for answering merchant inquiries in a high-volume, fast paced call center environment. They are required to meet/exceed merchant expectations and maintain an excellent image for the company. By leveraging probing questions and effective listening skills, the Customer Service Representative will provide superior customer service via phone, e-mail, and fax.  This position is required to handle all forms of telephone etiquette such as: call transfers, message taking, call backs, holds, interruptions, and unintentional disconnects.  The position will display the highest degree of professionalism and courtesy when speaking with and supporting all customers.

Key Responsibilities:

  • Answer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employees.
  • Per day answer 50 call and submit 50 tickets
  • Meet Statistical Requirements for the shift and maintain an acceptable call quality monitor score
  • Educate customer regarding various company products/services.
  • Relies on instructions and pre-established guidelines to perform the functions of the job.
  • Helps resolve customer complaints, ensuring that problems can be resolved in a timely manner, and following up with customers issues when necessary.
  • Additional Responsibilities as assigned or requested by management.

Key Competencies:

  • Excellent Telephone Etiquette.
  • Knowledge of Microsoft and relevant computer applications/systems.
  • Excellent written and verbal communication skills.
  • Excellent Analytical Skills.

Education and Experience:

  • Bachelor’s Degree Preferred or equivalent industry experience.
  • Knowledge of the Payment Card Industry a plus.
  • Customer Service/call center experience.

 

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