Customer Service Representative

Summary/Objective

The Customer Service Representative I is a role that requires the agent to be available on a queue to answer calls and respond to customer inquiries, including but not limited to: payment processing, payment information inquiries, troubleshooting/etc.

Essential Functions/ Responsibilities

• Front line of defense profession responsible for answering inbound calls from end users trying to make a payment or inquire about a payment.
• Process payments for our client's mutual customers (Inbound and Outbound).
• Assist customers by explaining procedures, answering questions, and providing relative information in a professional business manner.
• Follow call center scripts and processes when handling different topics.
• Agents are assigned a small number of cases daily (payment callbacks and simple inquiries).
• Work collaboratively with Customer Service, Operations, Marketing, and Sales to improve client satisfaction.
• Be available to work on Statutory Holidays and/or as needed by the business.

Supervisory Responsibility

This position does not have supervisory responsibility or direct reports.

Education and Experience

• 2-3 years Call Center Experience.
• Bachelor's degree a plus.
• Good organizational skills, knowledgeable in goal-setting practices.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Exceptional listening and analytical skills.
• Perception of customer support impact on basic business metrics.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Bi-lingual a plus.

Expected Hours

This is a full-time position requiring 40 hours per week with a rotating shift schedule. Each shift will be nine (9) hours with a 1-hour unpaid meal break and two paid 15-minute breaks. Your shifts may be scheduled during the following hours:

• Monday to Friday from 8:00 AM – 12:00 AM midnight; and/or
• Saturday to Sunday from 8:00 AM – 5:00 PM of Work

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and printers.

Physical Demands

The CSR I is required to be working at their desk in front of their laptop for the duration of their shift (standing or sitting) with regular breaks.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to actual or perceived race, creed, color, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion, marital status, physical or mental disability, military service or veteran status, genetic information, protected medical condition as defined by applicable state or local law, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, access to facilities and programs and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.