$27K Seeking outgoing professional Customer Service Representative!!

Location: Irvine
Posted on: April 8, 2021

Job Description:

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 that.

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 and filing.

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.

PRINCIPAL ACCOUNTABILITIES

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 functions.

? 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 Merchant inquiries.

KNOWLEDGE and SKILLS

Education

? 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 Outlook

? 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 communication skills

? 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 veteran status.

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