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Customer Service Representative
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Customer Service Representative – Tempe, AZ Who we are: Aurora Payments is a united network of processing, technology, and payment solutions. Over the years, we have grown to capture a significant portion of nationwide market-share in various specific industries due to our superior rates and services. Our Client and Partners’ success drives our team to provide the best quality products, customer service, and technical support in the industry. Our goal is to help businesses of all sizes grow their revenue streams and increase efficiency through secure and compliant payment processing. We are a leading payment services and solutions organization headquartered in Las Vegas, Nevada, with 22,000 merchants and $10 billion in annual processing. Visit www.risewithaurora.com to learn more about us. The Opportunity: We are seeking a friendly, hard-working call center agent to join our growing team. In this position, you will interact and respond to inquiries in either the customer service or technical support space on the telephone, email, and/or our Freshdesk ticketing system. CRM’s are responsible for maintaining a high level of professionalism with customers and work to establish a positive rapport with every caller. You should be ambitious, results-driven, and goal-oriented. The Responsibilities: Act as a key support and liaison for both internal Operations teams, interdepartmental teams, and external Aurora department for all customer and agent support needs. Answer incoming calls and inquiries from our merchants and sales team to resolve questions and concerns. Bilingual call assistance, when needed. Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts. Meeting individual customer service call, CRM ticket volume and quality expectations. General support inquiries pertaining to reconciliation/statements, fees, and other general questions. Responding to client inquiries through phone, e-mail and our ticketing system. Assist with deployment of terminals and processing equipment while maintaining inventory. Respond to customer service inquiries about their credit card processing accounts. Effectively problem solve while providing an exceptional customer service experience. Effectively communicate via phone, email to your assigned customer base. Acknowledge, research, and resolve customer issues and concerns. Proactive outreach to customer based to ensure customer satisfaction and inquire about possible new product sales. Recommend existing and future products/services to assigned clients. Responsible for assisting Co-workers in "as needed" tasks. About you: You are looking for a career with room to grow and the training that will set you up for success. You like to drive added value for our team via coordination of Ops team efforts to meet our clients’ needs, bringing clarity on requests and solutions, helping to design and inspire the best solutions. QUALIFICATIONS: Customer Service background required. Experience working with POS systems (i.e. Clover, PAX, Dejavoo, ELO, etc.) preferred. Experience working in CRM/Software Ticketing programs preferred. Prior experience in the Payment/POS/ATM Industry preferred. Strong computer proficiency - including Microsoft Office, Internet, Outlook, etc. Ample experience fielding heavy call flows. Spelling, punctuation, and grammar skills are also important for all positions within the company. These skills are necessary to complement organization, attention to detail, independence, analyzing information and decision making for prioritizing tasks. Experience in a fast-paced office environment. Ability to take initiative and utilize innovative techniques. Ability to interact with various departments throughout the organization. Ability to participate as a team player. Ability to plan, prioritize and coordinate daily tasks; time-management is key. A positive attitude, professional work ethic, ability to learn quickly and excellent verbal communication skills are a must Bilingual required. What we offer: Health, Dental, Vision Insurance Paid Holidays 401(k) Plan Small, collaborative teams where you can impact both outcome and culture In-office and off-site team building events Company outings Catered lunches #J-18808-Ljbffr
