Customer Support Specialist

1 week ago


Newburgh, United States Evolv Full time
About Evolv

Evolv has been a trusted partner for over 25 years, providing merchants with comprehensive merchant services solutions. Our dedication to excellence and commitment to customer satisfaction have made us a leader in the industry. Evolv strives to provide all-in-one services to merchants by offering credit/debit card processing, ACH services, web development, and SEO solutions. By partnering with Financial Institutions, associations, and sales groups, we ensure our clientele receives the best services for their business needs.

Customer Service Experience Level

The ideal candidates for this role should have a minimum of 2 years of experience in customer service, providing exceptional support and assistance to customers. Prior financial service experience is preferred. A passion for problem-solving and the ability to communicate effectively over the phone and through email are essential skills for this position. Computer and technical skills are necessary for multiple third-party websites to conduct research, submit tickets, and for tracking ticket resolutions. Research items vary, but traditionally include: locating transactional data, performing reconciliation for month-end billing statements, and locating deposit details.

Candidates should show interest in furthering their education and continuous learning as the Merchant Services industry is ever-changing. Growth opportunities are made available to applicants showing willingness and aptitude.

Duties and Responsibilities
  • Assist customers with billing, statement, and transaction-related inquiries
  • Analyze and resolve customer problems within set time frames
  • Handle inbound customer service emails and calls
  • Utilize various software and web-based systems
  • Participate in product and services training
  • Assess merchant processing statements and review them with clientele
  • Perform Check Resultz functions to collect on NSF checks
  • Create, manage, and resolve CRM tickets
  • Audit closed accounts to ensure completion
  • Review and adjust pricing on approved merchant accounts
  • Other assigned duties

Skills
  • Typing proficiency of at least 30 WPM
  • Strong problem-solving abilities
  • Effective communication via email
  • Analytical, organized, and proactive
  • Ability to adapt to change and work in a fast-paced environment
  • Knowledge of PC/Windows/Internet technologies
  • Experience with MS Outlook, Word, and Excel
  • Quick learner of customized software/web-based applications
  • Technical and computer skills
  • Prior CRM experience

Benefits
  • 401(k) matching
  • Medical, Dental, and Vision Insurance
  • On-the-job training
  • Paid time off
  • Professional development assistance
  • Internal training system for extended learning
  • Convenient location near highways
  • Casual business dress code
  • IRA program
  • Annual Sales Summit at Bally's
  • Frequent luncheons and holiday celebrations

Qualifications

Minimum two years of customer service experience.

Ability to pass background screening.

Shift and Work Setting

Shift

8-hour shift, 8-5 M-F, Full-time (1 open)

8-hour shift, 7-4 M-F, Full-time (1 open)

Work Setting

In-person at our office located at:
Evolv, 10999 Stahl Rd., Newburgh, IN 47630

Hourly Rate

The hourly rate for the Financial Customer Service Representative position at Evolv ranges from $17.00 to $22.00 per hour, based on qualifications and experience. Evolv is hiring for two Customer Service positions.

COVID-19 Considerations

At Evolv, the safety of our employees is a top priority. Our offices are cleaned daily to maintain a hygienic environment. We have also implemented restricted access to the office building to ensure the well-being of our staff.

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