Customer Support Representative

5 months ago

Dallas, United States EVO Payments International Full time

**Summary**

As a Customer Support Representative, you will be responsible for interacting with customers (merchants), Independent Sales Organizations, (ISO's), Independent Business Analysts (IBA's), Sales Agents, Alliance Partners and vendors on behalf of EVO Payments, Inc. This position is also responsible for providing information about products and services, answers billing questions, researching caller complaints, and providing Tier 1 support for equipment related inquiries. This position also plays an important role in establishing and maintaining the company's reputation by maintaining professionalism at all times.

**What youll do:**

* Confer with merchants, ISOs, IBAs, Sales Agents, Alliance Partners, Vendors and Internal Departments by telephone in order to provide information pertaining to account inquiries, products and services or to obtain details of complaints

* Keep records within EVO CRM's of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

* Research customers' service or billing complaints to determine what action needs to be taken to resolve their issues

* Check to ensure that appropriate changes were made to resolve customers' problems

* Refer unresolved customer grievances to designated departments for further investigation

* Determine charges for services requested and explain deposits, refunds, and or payments

* Identify opportunities for potential sales leads and upsells on products and services

* Recommend improvements in products, service, or billing methods and procedures in order to prevent future problems

* Maintain work queue and completing work items that are assigned within a timely manner

* Initiate outbound calls to customers that may require follow up for additional research with escalated cases

* Review and respond to incoming emails within a timely manner

* Navigate through Front-End and Back-End systems to research accounts

* Access and understand account information, billing information, transaction records, terminal details, and any associated account profiles

* Access and handle documents with sensitive information, in accordance with company policy

* Identify and escalate caller complaints to the appropriate escalation groups

* Use scripts as addressed by management to assist with call handling and reporting

* Understand Net Promoter Score metrics to achieve the positive response rate from merchants pertaining to Customer Satisfaction Surveys

* Maintain time management (i.e. clocking in/out)

* Complete job related projects and additional duties as assigned by management staff

**About you:**

* 2+ years of Customer Service experience (preferred)

* High School diploma or equivalent

* Strong verbal communication and active listening skills

* Customer orientation and ability to adapt/respond to different types of characters

* Problem solving and basic analytical skills

* Ability to multi-task, prioritize, and manage time effectively

* Basic understanding of CRM systems and practices

* Basic computer skills (i.e. navigating windows applications)

* Basic knowledge of MS Office applications (Outlook, Excel, Word)

* All applicants must pass a drug test, background check, and credit evaluation

* Learn from and grow with a worldwide payments industry leader

* Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more

* Thrive in a collaborative culture that supports innovation

* Take advantage of a supportive work-life balance

* Benefit from global career opportunities and advancement

**Disclaimer**The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.

EVO Payments Inc. is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.

  • Customer Support Representative

    4 weeks ago

    Dallas, United States Stellar Full time

    We are on a mission to revolutionize the way Third Party Contractors and Tradespeople work, and we're hiring a Customer Support Representative to help make it happen. As a member of the support team, you will help manage our inbound phone line and be responsible for ongoing communication with both internal and external customers. You will be keenly focused...

  • Customer Support Representative

    3 months ago

    Dallas, United States MMC Group Full time

    **Job Details** **Call Center** Customer Support Representative Dallas, TX Posted: 2/17/2022 Job Description Job ID#: 52504 Job Category: Call Center Position Type: Direct Hire Positions Available: 3 Customer Support Representative - Dallas, TX **About our client:** Our client, with offices throughout the nation, is one of the largest, fully integrated...

  • Retail / Customer Support Representative

    3 days ago

    Dallas, United States New Industry Full time

    Client Support Representative for Car Keys Express Program - Technician The Client Support Representative works on-site at our marketing & promotional events and provides support to the team at our corporate headquarters here in Dallas. We specialize in customer retention and customer acquisitions for our client. We provides full, paid-training throughout...

  • Customer Support Representative

    4 weeks ago

    Dallas, United States Acrisure LLC Full time

    Acrisure is a fast-growing fintech leader that operates a global insurance broker. The Company has grown from $38 million to $4 billion in revenue since 2013 and deploys the best of Human and High Tech at scale to reimagine financial service product distribution. Acrisure employs over 14,000 employees across thirteen countries. Led by co-founder, Chairman...

  • Customer Support Representative

    4 months ago

    Dallas, United States JM Bullion Full time

    NameProviderPurposeExpiryTypeAWSALBRegisters which server-cluster is serving the visitor. This is used in context with load balancing, in order to optimize user experience. 1 dayHTTPAWSALBCORSRegisters which server-cluster is serving the visitor. This is used in context with load balancing, in order to optimize user experience. 6...

  • Bilingual Customer Support Representative

    4 weeks ago

    Dallas, Texas, United States The Nielsen Company Full time

    Job Summary:The Nielsen Company is seeking a highly skilled and bilingual Customer Support Representative to join our team. As a Customer Support Representative, you will be responsible for providing exceptional customer service to our clients, addressing their concerns, and ensuring long-term and accurate usage of our equipment.Key Responsibilities:Primary...

  • Customer Support Representative II

    5 months ago

    Dallas, United States SchoolInfoApp Full time

    **SchoolInfoApp Customer Support Representative II** (App Store Associate) SchoolInfoApp is looking for a tech-savvy and problem-solving customer support professional with a passion for serving both our clients and internal team. The ideal candidate will have excellent written and verbal communication skills, organization skills, a positive, upbeat attitude...

  • Support Associate

    3 weeks ago

    Dallas, Texas, United States Chico's FAS Full time

    Job Title: Support AssociateAt Chico's FAS, we're committed to providing an exceptional customer experience. As a Support Associate, you'll play a vital role in ensuring our customers receive the best possible service. Your primary responsibility will be to support a customer and product-focused sales culture, where our core principles are at the forefront...

  • Customer Support Representative

    2 weeks ago

    Dallas, Texas, United States Creatunity LLC Full time

    Creatunity LLC: A Marketing Agency and E-commerce CompanyWe are seeking a highly skilled Customer Support Specialist to join our dynamic team. As a key member of our customer support team, you will be responsible for providing exceptional service to our clients via voice calls and chat.Responsibilities:Respond to customer inquiries and complaints in a timely...

  • Customer Support Representative

    1 week ago

    Dallas, Texas, United States American Income Life AO - Jenny Kim Full time

    Position Overview:We're seeking a talented Customer Support Specialist to join our remote team. As a key member of our squad, you'll deliver top-notch support to our clients, work from anywhere, and soak up knowledge from our leadership team.You'll lead our customer service crew, manage virtual tools, and help our service game level up with fresh ideas....

  • Retail / Customer Support Representative (Automotive Industry)

    4 weeks ago

    Dallas, United States Millennium Full time

    Client Support Representative for Car Keys Express Program - Technician The Client Support Representative works on-site at our marketing & promotional events and provides support to the team at our corporate headquarters here in Dallas. We specialize in customer retention and customer acquisitions for our client. Due to our recent expansion, we are looking...

  • Customer Service Representative

    5 months ago

    Dallas, United States NRG Energy Full time

    The Customer Service Representative will support the operational business needs by communicating with and addressing all customer needs and inquiries as well as partnering with field employees and management and completing all applicable administrati Customer Service Representative, Customer Service, Representative, Retail, Skills

  • Customer Service Representative

    1 week ago

    Dallas, Texas, United States Marshalls Full time

    Customer Service RepresentativeAt Marshalls, we're looking for a Customer Service Representative to join our team. As a Customer Service Representative, you'll be responsible for providing exceptional customer service and supporting our store culture through honesty, integrity, and respect. You'll accurately ring customer purchases and returns, and count...

  • Spanish-English Bilingual Customer Support Representative

    4 weeks ago

    Dallas, United States Likewize Full time

    Job Description: Likewize is searching for Spanish-English Bilingual Customer Support Representatives to join our team at our global Headquarters in Southlake, Texas. In this role, you will assist customers by explaining insurance program details, troubleshooting issues during the claims process, managing assigned tickets and working with internal...

  • Customer Service Representative

    1 week ago

    Dallas, Texas, United States Zion Capital Full time

    We are seeking a highly motivated and detail-oriented Bilingual Customer Service Representative to join our team at Zion Capital. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients in both English and Spanish.The ideal candidate will have excellent communication skills, a strong...

  • Technical Support Representative

    4 days ago

    Dallas, Texas, United States MCI Careers Full time

    Technical Support Representative Job DescriptionAt MCI Careers, we are seeking a highly motivated and customer-focused Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Handle inbound and...

  • Technical Support Representative

    3 days ago

    Dallas, Texas, United States MCI Careers Full time

    Job DescriptionJob Title: Technical Support RepresentativeJob Summary: We are seeking a highly motivated and customer-focused Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Handle inbound and...

  • Customer Service Representative

    5 months ago

    Dallas, United States Compana Pet Brands Full time

    >> Customer Service Representative Customer Service Representative Summary Title:Customer Service Representative ID:1318Location:Dallas, TXDepartment:Customer Service Description **Title:** Customer Service Representative **Compana Pet Brands is a global leader in pet care and nutrition dedicated to enriching the lives of pets and their families today and...

  • Customer Support Specialist

    1 month ago

    Dallas, Texas, United States EVO Payments International Full time

    Job Title: Customer Support RepresentativeAbout the Role:We are seeking a highly skilled and customer-focused Customer Support Representative to join our team at EVO Payments International. As a key member of our customer support team, you will be responsible for providing exceptional support to our merchants, ISOs, and other stakeholders.Key...

  • Technical Support Representative

    3 weeks ago

    Dallas, Texas, United States MCI Careers Full time

    Job Title: Technical Support RepresentativeAt MCI Careers, we are seeking a highly motivated and customer-focused Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Handle inbound and outbound...