Merchant Services Support Specialist
1 week ago
Position: Merchant Account Support Agent
Job Hours: Monday - Friday 9am - 5pm
Company: Source One Payment Solutions
Source One Payment Solutions provides a comprehensive range of merchant services, including credit card processing terminals, POS systems, and Virtual Gateways, catering to businesses across the United States.
Role SummaryThe Merchant Account Support Agent plays a crucial role within our Operations Department, focusing on the business and technical requirements of our expanding merchant clientele. This position involves assisting current merchants with their service accounts through various communication channels, including email, phone, and CRM systems, while also offering support to sales agents.
Key Responsibilities- Deliver exceptional client service to merchants through inbound calls, emails, or chat.
- Provide outstanding service and sales assistance to agents and partners.
- Respond promptly and professionally to incoming customer inquiries, ensuring adherence to quality standards.
- Address merchant inquiries and resolve support issues related to billing, account management, and troubleshooting.
- Ensure timely handling of incoming requests while coordinating with other departments and management.
- Document and describe work thoroughly using call ticketing systems.
- Maintain the ticketing system, updating the status of ongoing issues and merchant contacts.
- Provide on-the-spot training and updates for Business Consultants.
- Assist with the installation of equipment and services for merchants.
- Experience in customer service is essential.
- Prior exposure to call centers, financial services, or e-commerce environments is preferred.
- Strong commitment to quality and customer satisfaction.
- Excellent communication skills, both verbal and written, along with strong interpersonal abilities.
- Ability to manage multiple tasks effectively.
- Regular and consistent attendance is required.
- Bi-lingual capabilities (Spanish) are advantageous but not mandatory.
- Proficiency in computer applications, including Microsoft Office and Outlook.
- Experience with CRM or database systems is preferred.
- 2+ years of experience in Customer Service or Technical Support is preferred but not required.
- Familiarity with the banking or credit card processing sector is a plus.
- A high school diploma or equivalent is required.
- Understanding of core customer service principles and practices is essential.
Job Type: Full-time
Salary: $12.00 to $17.00 /hour
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