What are the responsibilities and job description for the Merchant Experience Specialist position at Riverside Payments?
WHO WE ARE:
We are Riverside Payments, one of the top merchant processing companies in the country!! We work with thousands of merchants across the country and are continuing to welcome new merchants to our Riverside family every day!
Our top priority is putting money back into the pockets of the merchants we service which is why we offer some of the most competitive rates in the industry. At Riverside, we focus on your 'why.' What motivates you? Why do you come to work every day? How can you grow and develop with us? We genuinely want to know!
We want you to be the most successful version of yourself possible, and we are here to help. We have grown and developed some amazing people over the years which is why we have seen such great growth as an organization and we are ready to welcome yet another new team member into the fold.
THE ROLE:
We are currently looking to expand our Merchant Satisfaction department and are looking for a couple of new Merchant Experience Specialists to join our team! As we grow and we onboard new merchant partners, it is important for us to expand our Merchant Support teams along the way. Our Merchant Experience Specialists provide a red carpet onboarding experience to our brand new customers. This team of concierge extraordinaires will support our brand new merchants in navigating their first 90 days with us and provide access and support as their go-to resource, connecting them with all areas of the business and ensuring a seamless transition into our family!
WHAT YOU WILL BE DOING:
Riverside Payments encourages applicants of all ages and experience, as we do not discriminate on the basis of an applicant's age. Riverside Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national original, age, disability or genetics. In addition to federal law requirements, Riverside Payments complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
We are Riverside Payments, one of the top merchant processing companies in the country!! We work with thousands of merchants across the country and are continuing to welcome new merchants to our Riverside family every day!
Our top priority is putting money back into the pockets of the merchants we service which is why we offer some of the most competitive rates in the industry. At Riverside, we focus on your 'why.' What motivates you? Why do you come to work every day? How can you grow and develop with us? We genuinely want to know!
We want you to be the most successful version of yourself possible, and we are here to help. We have grown and developed some amazing people over the years which is why we have seen such great growth as an organization and we are ready to welcome yet another new team member into the fold.
THE ROLE:
We are currently looking to expand our Merchant Satisfaction department and are looking for a couple of new Merchant Experience Specialists to join our team! As we grow and we onboard new merchant partners, it is important for us to expand our Merchant Support teams along the way. Our Merchant Experience Specialists provide a red carpet onboarding experience to our brand new customers. This team of concierge extraordinaires will support our brand new merchants in navigating their first 90 days with us and provide access and support as their go-to resource, connecting them with all areas of the business and ensuring a seamless transition into our family!
WHAT YOU WILL BE DOING:
- Oversee a pipeline of 30-40 accounts on a regular basis at different stages of the onboarding process.
- Make on average 60-70 outbound calls on a daily basis, providing critical information to your accounts about the status of their onboarding, gathering critical information from your customers to ensure their onboarding goes smoothly, ensuring the quality of their experience is world-class.
- Act as a point of deescalation for merchants and provide prompt and adequate solutions to their challenges.
- Collaborate with all operations departments to act as a merchant advocate and ensure we are delivering on our promises.
- Humanizing each account and building genuine connections with our customers to ensure each interaction builds value in our relationship.
- Properly document each merchant interaction in our CRM system and other tracking methods such as Google Sheets and VOIP systems.
- A fun and engaging environment full of driven and supportive teammates.
- A market-competitive compensation package including a lucrative hourly rate ($20.00-$22.00 per hour DOE), health, dental, and vision coverage, as well as paid time off and more.
- Massive opportunities for growth! We always look internally for talent before hiring externally. We want you to grow with us!
- Direct access to top executive and learning opportunities with industry leaders.
- 2-3 years of experience in customer service in a concierge or onboarding type role, seeing accounts through rom signing to completion
- Comfortability working in a fast-paced environment
- Willing to roll up your sleeves and carefully craft impactful solutions to customer issues while retaining customers
- Past experience working with CRMs or HelpDesk systems would be an asset
- Mastery of Google Drive and Microsoft Suite
- Strong tendency towards adaptability and agility as priorities can quickly change
- Bilingual (Spanish/English) is a massive advantage!
Riverside Payments encourages applicants of all ages and experience, as we do not discriminate on the basis of an applicant's age. Riverside Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national original, age, disability or genetics. In addition to federal law requirements, Riverside Payments complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Salary : $20 - $22
