United States onlyOverview:
Act as the primary customer service contact In Merchant Customer Service phone queue for in-bound customer / client calls solving problems and answering inquiries for all merchant services' products, utilizing excellent oral and written communication skills. ***Please note that this is a remote position, but does require proximity to Amherst Center for an initial period of onsite training as well as additional periodic onsite training.
Primary Responsibilities:
- Receive incoming customer client calls using excellent customer service and telephone skills.
- Answer inquiries and resolve customer issues for all merchant services’ products.
- Uses 14 to 15 related software's, mainframe applications for servicing clients
- Understand Processing on 6 different Merchant processing platforms.
- Answer Specialized Chargeback questions
- Work directly with external business and corporate customers, sales representatives and Merchant Services operational staff to resolve product issues, customer problems and more complex inquiries.
- Identify and monitor clients daily for Fraud or High risk processing
- Make recommendations on account adjustments, fees and waivers to client accounts.
- Technical trouble shooting of equipment and assessment , preparation and ordering of replacement equipment for the client
Education and Experience Required:
Associate’s degree and a minimum of 1 year customer service/computer or related experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or work experience, including a minimum of 1 year customer service/computer or related work experience.
