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Client Service Specialist
2 weeks ago
Job DescriptionLooking 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 RESPONSIBILITIESRespond to customer inquiries, orders, service needs, and complaints, resolving where applicable or directing to other departmentsReceive and/or place telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and proceduresAnalyze merchants' payments-related issues, assist with disputes, and provide sustainable solutionsCollaborate with other internal teams such as risk, deployment, finance, and product for cascading and escalations of merchants' payment-related concernsMaintain in-depth knowledge of functionalities for all equipment & systems used by the Service Center teamAssist with exceptional and unusual situations and customer concerns with merchant processing, equipment, and softwareWork directly with merchants, sales agents, operational departments, and vendors to handle challenging and complex merchant processing questions and concernsProfessionally manage difficult or emotional customer situations, responding promptly to customer needs and requests for service and assistanceProactively identify gaps in processes or products that can potentially lead to merchant churnWork with clients in a caring and professional manner to provide helpful solutions while keeping them and the company compliantAbility to work evenings and/or weekendsQUALITIES AND QUALIFICATIONS WE LOOK FORExperience working with a Payment Processor, Payment Gateway, Merchant Services Provider, Independent Sales Organization, Independent Software Vendor, or Payment Service Provider in a similar positionSkilled in customer service and technical supportOutstanding written and verbal communication skillsAbility to work in a fast-paced environmentExceptional listening skillsQuick problem-solving and decision-making skillsComputer literate with proficiency in Microsoft productivity tools and SalesforceAbility to work independently and objectively with a commitment to delivering resultsEffective interpersonal and training/advising skillsSound judgment with the ability to influence positive changeAbility to prioritize and use time efficiently based on the importance level of the issue at handTSYS and First Data platform experience is a plus but not mandatorySpanish speaking ability is a plus but not mandatoryWHO WE AREEchelon 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.J-18808-Ljbffr
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