Client Support Representative

Simpay is looking for a Client Support Representative to help nurture long-term relationships with our clients and sales representatives. This position helps resolve any issues that arise and ensures client satisfaction. The ideal candidate is an excellent communicator who can grasp client needs with critical thinking skills to resolve them quickly and efficiently.

This role collaborates cross functionally with our Merchant Services Operations and Sales Support teams. This primary responsibilities of the position include: helping our existing clients and sales representatives, such as, facilitating back-end updates, account changes, and general inquiries all while ensuring proper processes and procedures are followed appropriately. The individual to fill this role should expect to work in a team environment and independently.

As a key member of the Client Support team, the Client Support Representative plays a pivotal role in the organization to ensure requests are processed timely and ensuring the security of our clientele while maintaining strong professional relationships.

Responsibilities

• Answer inbound calls and emails from existing clients and sales representatives regarding their merchant services account.
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines.
• Always maintain a courteous and calm manner to de-escalate stressful situations.
• Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution.
• Manage workload within our internal system of record by logging and completing tickets for each inbound call and internal/ external emails assigned to you.
• Manage and complete account information updates which includes banking, address, phone number, contact details, and other similar changes.
• Maintaining KPI’s such as phone interactions, emails, and ticket response times.
• Assist, educate, and resolve inquiries pertaining to funding, statements, PCI (Payment Card Industry) compliance, rates, and fees.
• Escalates unresolved client issues with pertinent information included to all appropriate resources.
• Document each interaction in a clear and concise manner in our database and all other applicable systems.
• Process supply orders, returned statements, refund requests, and other invoice-related requests.
• Understands the importance of following proper processes and procedures to ensure the security of Simpay and our clients.

Requirements

• 1 years in inbound/ outbound call center customer service experience within the credit card industry strongly preferred.
• Excellent verbal and written communication skills, including tailoring communication context and style to each audience and communicating cross departmentally with peers and senior leadership.
• Strong understanding of merchant services processing industry with respect to Visa/MasterCard and interchange knowledge, preferred.
• Proficient with Microsoft Office Suite O365 (Outlook, Excel, Word, etc.).
• Excellent analysis skills and ability to embrace innovative technologies, preferred.
• Proven ability to deliver results, achieve commitments, prioritize, and exceed expectations.
• Ability to drive focused decisions within specific areas of content, key contributor to decisions beyond specific scope of content.
• Keen diligence to details with a high degree of accuracy on work output.
• Familiarity with working under minimal supervision, to include ability to plan own tasks/goals and learn from mistakes.
• Enthusiastic about exceptional client support service, internal and external, through an elevated level of integrity, energy, initiative-taking, and goal oriented behavior.
• Ability to work in office environment.

Benefits

• Winning culture (Best & Brightest recurring winner)
• No to low deductible healthcare plans.
• Generous paid time off.
• Charitable time off.
• 401k with 4% match.
• Transparent and collaborative environment.

Simpay is an Equal Opportunity Employer. Simpay does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Employment with Simpay is "at-will." This means that if hired, you or the Company may terminate your employment at any time with or without notice or cause.