Merchant Account Support Specialist
1 week ago
Company: Source One Payment Solutions
Position: Merchant Account Support Agent
Job Hours: Monday - Friday 9am - 5pm
Job Type: Full-time
Salary: $12.00 to $17.00 /hour
About Us: Source One Payment Solutions is a leading provider of merchant services, specializing in credit card processing terminals, POS systems, Virtual Gateways, and various other processing solutions.
Role Summary: The Merchant Account Support Agent plays a vital role within our Operations Department, focusing on the support of our expanding merchant clientele. This position involves assisting merchants with their service accounts through various communication channels, including email, phone, and CRM systems, while also providing support to sales agents.
Key Responsibilities:
- Deliver exceptional client service to merchants through inbound communications.
- Support agents and partners with outstanding service and sales assistance.
- Respond promptly and professionally to customer inquiries, ensuring quality standards are met.
- Address merchant inquiries and resolve issues related to billing, account management, and technical support.
- Coordinate with other departments and management to ensure timely handling of requests.
- Document all interactions thoroughly using the call ticketing system.
- Maintain updated records of ongoing issues and merchant contacts in the ticketing system.
- Provide on-the-spot training and updates for Business Consultants.
- Assist with the setup of equipment and services for merchants.
Required Skills:
- Experience in customer service is essential.
- Prior experience in a call center, financial services, or e-commerce is preferred.
- Strong commitment to quality service and customer satisfaction.
- Excellent communication skills, both verbal and written.
- Ability to work effectively in a team environment and manage multiple tasks.
- Consistent and reliable attendance is required.
- Bi-lingual (Spanish) is advantageous but not mandatory.
- Proficient in computer applications, including Microsoft Office and Outlook.
- Experience with CRM systems or databases is preferred.
- 2+ years of experience in Customer Service or Technical Support is desirable, but not mandatory.
- Experience in the banking or credit card processing sector is a plus, but not required.
Education:
- A high school diploma or equivalent is required.
- Understanding of core customer service principles and practices is essential.
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