Client Service Specialist

Job Description

Looking for a fulfilling career that encompasses the dynamic world of payments? Join us at Echelon We are the leading provider of integrated payment solutions and the destination for aspiring professionals like you to make payments the first and last stop in your career.

We are seeking a detail-oriented Client Service Specialist to provide exceptional customer support for our clients. This will include responding to customer inquiries via telephone, email, SMS, and chat, troubleshooting technical issues, and responding to billing inquiries in accordance with the organization's service standards. This role will report to the Manager of Client Support and is based out of headquarters in Melville, NY.

YOUR KEY RESPONSIBILITIES

• Respond to customer inquiries, orders, service needs, and complaints, resolving where applicable or directing to other departments
• Receive and/or place telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures
• Analyze merchants' payments-related issues, assist with disputes, and provide sustainable solutions
• Collaborate with other internal teams such as risk, deployment, finance, and product for cascading and escalations of merchants' payment-related concerns
• Maintain in-depth knowledge of functionalities for all equipment & systems used by the Service Center team
• Assist with exceptional and unusual situations and customer concerns with merchant processing, equipment, and software
• Work directly with merchants, sales agents, operational departments, and vendors to handle challenging and complex merchant processing questions and concerns
• Professionally manage difficult or emotional customer situations, responding promptly to customer needs and requests for service and assistance
• Proactively identify gaps in processes or products that can potentially lead to merchant churn
• Work with clients in a caring and professional manner to provide helpful solutions while keeping them and the company compliant
• Ability to work evenings and/or weekends

QUALITIES AND QUALIFICATIONS WE LOOK FOR

• Experience working with a Payment Processor, Payment Gateway, Merchant Services Provider, Independent Sales Organization, Independent Software Vendor, or Payment Service Provider in a similar position
• Skilled in customer service and technical support
• Outstanding written and verbal communication skills
• Ability to work in a fast-paced environment
• Exceptional listening skills
• Quick problem-solving and decision-making skills
• Computer literate with proficiency in Microsoft productivity tools and Salesforce
• Ability to work independently and objectively with a commitment to delivering results
• Effective interpersonal and training/advising skills
• Sound judgment with the ability to influence positive change
• Ability to prioritize and use time efficiently based on the importance level of the issue at hand
• TSYS and First Data platform experience is a plus but not mandatory
• Spanish speaking ability is a plus but not mandatory

WHO WE ARE

Echelon is a trusted leader in payment processing and merchant services, bringing together decades of expertise and experience. Guided by integrity, transparency, and commitment, we excel at seamlessly integrating innovative transaction technologies into a user-friendly platform. With a comprehensive range of end-to-end payment solutions, we are dedicated to fostering the growth and success of our partners and merchants. As a company built by sales partners, for sales partners, and merchant by merchant, we prioritize long-term relationships and aim to be the first and last stop for all payment needs.

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