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Client Support

4 months ago

Charlotte, United States Allegiance Merchant Services Full time
CLIENT SUPPORT & OPERATIONS MANAGER

We are looking for a leader who is ready to guide their client support team to its full potential and create best practices for exceptional customer experiences.

At Allegiance, we seek team players and client-conscience individuals who want to make a difference for businesses by providing them the best in financial technology products.

Quite simply, Allegiance helps businesses to get paid. We remove friction from the payment process so business leaders can focus on what they do best... Building their business, not their back offices. And we are growing our team that sells and supports Allegiance's value.

ROLES & RESPONSIBILITIES:

  • Recruit, train, and expertly manage a team of Client Experience Specialists who provision our solutions and provide support to our customers.
  • Accept accountability to meet and exceed company metrics for boarding and activating new business.
  • Provide leadership to strive for 100% accuracy in the account boarding process.
  • Work across the organization to help improve processes and the experience for our team members and merchants.
  • Participate in the relationship management to our top-revenue accounts.
  • Aspire to reach expert level in merchant services technology and services offered by us and our 3rd-party partners.
  • Cultivate a team with clear roles and common goals that contributes to our company vision.
  • Liaison with points-of-contact for our 3rd-party payment platforms and software providers to resolve issues.
  • Assign and handle escalation tickets initiated by Tech Support, Customer, Sales Team and Allegiance partners.
  • Deliver and maintain performance reviews and continuous monitoring of Key Performance Indicators (KPI's) for your team.
  • Execute management of projects assigned to unit.
  • Identify solutions, successes, and opportunities to evolve the customer and CSR experience.
  • Collaborate with Allegiance Leadership team and report directly to the Director of Operations.
APPLY IF YOU HAVE:
  • Strong leadership skills in a team-based setting, with the innate ability to motivate and empower co-workers.
  • Superior interpersonal, written, and oral communication skills.
  • Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
  • Courage to make swift and sound decisions that demonstrate your strategic, tactical and leadership skills.
  • A positive attitude.
  • Ability to adapt to a constantly changing needs of our business environment.
  • Excellent payment processing knowledge (i.e., terminal types, industry types, front ends, back ends, etc.).
  • Strong consensus building ability with effective conflict resolution and negotiation skills.
  • Wildly impressive Excel skills.
OUR CORE VALUES:

We live each day at Allegiance under a set of Core Values that we feel create our Brand. We hire and reward those who demonstrate them. Conversely, we replace team members who cannot.

Being Accountable l Seeking Understanding l Having Passion

Fulfilling Dreams l Growing in Greatness

OPPORTUNITY & BENEFITS:
  • Salary: From $45,000 per year
  • FREE health insurance enrollment with opportunity to add family members on day-one.
  • 401(k) plan
  • Paid vacation, holidays, and sick days
  • A really cool workplace in the heart of Plaza Midwood


EQUAL OPPORTUNITY EMPLOYER:

It is the policy of Allegiance to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity of expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, and any other factor protected by federal, state, and/or local laws.

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