Merchant Support Specialist – Call Center Operations 1-10 p.m.

We are looking for a Merchant Support Specialist to join our on-site Call Center Operations Team! As a Merchant Support Specialist, you will provide clients with the personal attention required to build a positive business relationship. You will be a dedicated resource for assigned accounts and expected to cultivate and maintain an open line of communication with your assigned contacts. This role will require you to address the ongoing service and business needs of the clients as well as looking for ways to increase profitability and upsell new products and services. This position is 1 p.m.-10 p.m. to support West Coast clients; days off are Wednesdays and Sundays.

Responsibilities:

  • Maximize revenue by informing clients of ClearGage products and services available for purchase as add-ons to existing agreements.
  • Answer inbound calls from clients to provide assistance and answer questions regarding billing, financing and loan agreements
  • Reviews reports with clients to ensure proper comprehension of data.
  • Use email effectively and efficiently to communicate with merchants regarding their account.
  • Advises merchants about consumer disputes and ensure they are reviewing the information provided.
  • Achieve and maintain a performance standard including but not limited to call handling, call quality and customer satisfaction.
  • Employ a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem.
  • Log all inbound and outbound calls fully and accurately.
  • Search and retrieve data from various databases.
  • Follow all established processes and procedures for all merchant interactions.
  • Prepare and distribute Excel reports as required.
  • Participate in training activities to maintain currency, and to broaden product knowledge.
  • Other tasks may be identified from time to time.

Requirements:

  • 3+ years of previous experience in customer service and customer support with a proactive approach to customer satisfaction, preferably in a software, healthcare, insurance carrier, doctor’s office, medical field or another related environment.
  • Ability to work well within a team in a fast-paced, constantly changing environment; yet consistently follow protocol and instructions from supervisors and senior colleagues.
  • Dependable and able to consistently be at work during assigned shifts and to complete work as expected.
  • Ability to multitask and meet specific goals set by supervisors and management.
  • Able to answer calls from customers in a professional and courteous manner to effectively interpret and address their needs.
  • Able to organize, prioritize and complete tasks in a timely and effective manner and complete work to meet deadlines.
  • Fintech or loan servicing experience preferred.
  • Excellent verbal and written communication skills, including the ability to write clearly.
  • Must have solid computer skills using Microsoft Word, Excel, Outlook and Windows.
  • Experience using Salesforce or other CRM software preferred.
  • High school diploma or equivalent; AA degree preferred.