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Installation Representative

iPayment, Inc., a trusted provider of payment and processing solutions for small and medium-sized businesses (SMBs), is looking to hire a reliable and proactive Installation Representative to work in our specialized Installations Department.

Position Summary:

The Installation Representative interacts closely with merchants, agents, and other internal departments on a daily basis. Responsibilities include making daily outbound calls to merchants and agents in order to install/reprogram Point of Sale (POS) equipment. This includes, but is not limited to, credit card terminals/devices, POS computer programs, and gateways. The Installation Representative will also handle inbound calls from the Installations queue in order to provide the necessary support. Lastly, the Installation Representative is also responsible for keeping up-to-date on the latest programming/software updates and all applicable PCI and card payment industry regulations

Key Responsibilities:

  • Monitor the Installations queue and give every call exceptional customer service while providing outstanding technical expertise
  • Work off a daily Installation spreadsheet; making outbound calls to each account on the list
  • Keep track of all installations completed and forward to Supervisor each day for tracking purposes
  • Keep track of current progress of pending installations; tracking FedEx and UPS shipments for delivery dates
  • Schedule appointments with agents and merchants to complete downloads or installation of equipment
  • Maintain an open line of communication with agents regarding recently opened accounts and scheduled appointments with their merchants
  • Provide training to merchants/agents on equipment as well as card brand acceptance rules and regulations
  • Making sure all of the merchant’s credit card processing needs and questions are met, including by not limited to: application type, any 3rd party integration, and training needs

Key Competencies:

  • Excellent organizational skills with the ability to multitask
  • Strong attention to detail
  • Excellent customer service skills focused on satisfaction, interaction, and retention
  • Excellent problem solving and analytical skills
  • A very strong technical understanding of POS systems used within the bankcard industry
  • Be proactive and take ownership of all applicable individual and team duties

Experience & Requirements:

  • College degree or equivalent work experience
  • Proficient in MS Office, particularly MS Excel
  • 2+ years of experience supporting electronic POS terminals or similar devices is highly recommended
  • Must have experience in a team environment as well as a strong individual work ethic
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