Position Title: Customer Service Representative
Department: Customer Service
Reports to: Supervisor, Customer Service
Temp to hire. $12/hr. Once hired perm, they are eligible for a
monthly bonus up to $500 for the first year and $650 after
The CS Agent's role is about 90% inbound phone calls and 10%
outbound for follow ups.
NATURE OF THE JOB
Basic Purpose & Objective of the Position:
As a member of the Customer Service team, the Customer Service
Representative is responsible for listening and responding to
Merchant inquiries, researching and resolving Merchant billing
issues, technical troubleshooting, performing data entry, reporting
This position requires an individual with exceptional verbal and
written communication skills, is able to work independently with
minimal direction and a proven track record as a proactive and
organized team contributor.
1) Merchant Interactions and Resolutions
? Provide professional phone-based customer service to Merchants
while listening carefully and attentively.
? Handle challenging Merchants with diplomacy and professionalism.
Seamlessly direct more complex issues to the Customer Service
Supervisor as necessary.
? Find ways to create equitable solutions to satisfy Merchant
requests while maintaining a positive Company stance.
? Ability to communicate a positive impression of the Company under
a variety of circumstances with Merchants and co-workers.
? Ability to draft written correspondence with Merchants and
Sponsoring banks in a professional, business format.
? Ability to review contracts and rates with Merchants.
? Basic understanding of credit card processing terminals and
? Develop and maintain positive working relationships with
employees in partnership departments.
2) Computer Based Documentation and Research
? Maintain a daily call log of all Merchant interactions including
a synopsis and resolution summary.
? Utilize web-based platforms to conduct research to resolve
KNOWLEDGE and SKILLS
? High School graduate or equivalent
Other Training/Technical Skills/Knowledge:
? Strong written and verbal communication skills
? Excellent computer and phone skills
? Intermediate knowledge of Microsoft Word, Excel, Access, and
? Bilingual preferred
Abilities and Behaviors:
? Strong organizational skills
? Ability to effectively manage time and execute multiple projects
concurrently and work under aggressive deadlines
? High degree of professionalism; expert level verbal and written
? Ability to work effectively in team oriented environment as well
as independently or with general direction/expectations
? Able to resolve routine questions and problems, and refers more
complex issues to Management Team
? Professional appearance, demeanor and attitude
? High degree of punctuality and attendance
? Ability to receive feedback and coaching
We are an equal employment opportunity employer and will consider
all qualified candidates without regard to disability or protected