Job Summary:

The Customer Service Representative position serves as a liaison between our company and our clients by handling inbound and outbound customer service calls, and written correspondence. This position is responsible for handling inquiries with our clients, working quickly to identify the issue, and providing viable resolutions that meet the needs of our clients with an emphasis on world class service. A successful team member takes ownership for effectively solving customer issues and keeps customer satisfaction at the core of every decision and result.

What You will Find at Talus

• Competitive pay with quarterly bonus opportunities (based on performance)
• Outstanding health, wellness, and insurance benefits
• Genuine opportunities for growth and career advancement
• Paid time off and holidays
• A culture committed to inclusion and diversity

Successful Candidates – What We Are Seeking

• Has a minimum of 2 years of professional work experience interacting with clients.
• Is passionate about working for a company that ensures a high standard of service.
• Has experience in customer service within a multifaceted call center.
• Inbound/outbound call center experience with nationwide clientele
• Ability to quickly identify clients' needs and provide viable resolutions.
• Meeting or exceeding performance goals related to all lines of support.
• Seize opportunities to present additional products and services to extend company value.
• Build sustainable relationships and engage customers related to their issues or requests.
• Bi-Lingual (Spanish) highly desirable
• Previous Payment Support/Merchant experience a plus
• Ability to prioritize and multitask in a fast-paced environment.
• Fully proficient with the Microsoft Office Suite

Responsibilities

• Frontline support for clients requesting customer service assistance.
• Responsible for handling questions and attempting to resolve customer inquiries.
• Professionally handle volume of incoming requests via various support channels from clients
• Verify client’s information, access their account, and assist clients with time-sensitive requests to ensure one call resolution.
• Utilize software systems to analyze and document the customer’s situation to ensure client satisfaction.
• Handle client requests or service calls on a timely basis with an emphasis on overall quality.
• Assume responsibility for customer satisfaction as part of a collaborative, dedicated Customer centric process which proactively resolves all customer issues.
• Ensure all open cases/tickets are updated, assigned, and closed before the end of shift.
• Understand and adhere to company and departmental policies and procedures.
• Adherence to key performance metrics and quality assurance standards
• Maintain a working knowledge of company related product information.
• Maintain regular and punctual attendance and consistent schedule adherence.
• Ensure complete accurate proper documentation on all interactions to ensure compliance.
• Impeccable phone etiquette when interacting with both internal and external clients.
• Must have proven track record of successful team participation, as well as an ability to work independently, self-start, and be self-sufficient at times.
• Ability to thoroughly research and provide detailed professional communication during all interactions.

Company Description:

Talus is a technology-driven payment processing company that puts client success above all else. While Talus stays ahead of the technology curve by providing products and services that help merchants run their business more profitably, it's the support and education our clients receive from Talus that separates Talus from the average payment processor. Recently injected with a substantial amount of investment capital, Talus is looking to go head-to-head with some of the top payment processors in the United States in areas of technology, brand recognition, and marketing. We're looking for the top 1% to help us get there.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.

Mental Requirements:

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress.

Talus is an EO Employer – Veterans/Disabled and other protected categories

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.