Customer Service Representative

4 weeks ago

Brooklyn, New York, United States Blackbird Recruiting Full time

Job Title: Agent Support Representative

Job Summary: We are seeking a highly skilled Agent Support Representative to join our team at Blackbird Recruiting. As a key member of our support team, you will be responsible for providing exceptional sales service support and experiences to our agents.

Responsibilities:

  • Provide high-quality sales support to agents by responding to inquiries via email and telephone.
  • Handle service tickets related to Merchant Credit Card processing, troubleshooting, and providing solutions to resolve problems.
  • Communicate applicable policies, procedures, and practices to agents.
  • Work the Agent Support queue, monitoring and answering incoming calls and emails daily, generating trouble tickets, and contacting agents with follow-up and resolution.
  • Document agent issues using our online information management system.
  • Ensure timely reporting, referral, follow-up, and escalation of agent issues to minimize disruption to service and overall impact to clients.
  • Help build and maintain knowledge sources and training materials for inter and intra-departmental training and onboarding.
  • Act as a liaison between agents and internal departments to communicate, research, and investigate client issues while driving the ticket toward resolution.
  • Analyze data and workflows to determine root causes and make recommendations to resolve current problems and gain efficiencies for future similar problems.

Qualifications:

  • High school diploma or equivalent, Associate's or Bachelor's preferred.
  • Minimum six months to one year of service experience preferred.
  • Excellent telephone, interpersonal, and verbal communication skills.
  • Strong problem-solving and negotiation skills, as well as the ability to handle difficult calls.
  • Ability to identify and resolve/escalate complex problems.
  • Proficient keyboard and computer skills, especially Microsoft Office applications.
  • Proven commitment to high-quality customer service and a customer-first approach to problem-solving.
  • Ability to work independently with minimal supervision using pre-set company policies, procedures, and standards.
  • Efficient time management skills to maximize the number of items that can be resolved while maintaining a high level of detail in notes and follow-up.
  • Ability to work in a fast-paced environment as part of a team but assume ownership and responsibility for team and self-assigned work.

This is a full-time in-person position at Blackbird Recruiting.

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