Customer Support and Retention Specialist
Vacancy expired!
Our Customer Support Specialists are critical members of our Customer Retention team and engage in advanced sales negotiations in order to retain our merchants, while maintaining profitability for our company.
ESSENTIAL FUNCTIONS:
Retain customer accounts by responding to their concerns including rates, fees, contract terms, processing solutions, and other potential improvements to the customer's experience.
Answer inbound calls from merchants, ISO's, IBA's, partners, agents; including internal call transfers and direct extension calls.
Access and understand account information, billing information, transaction records, terminal details, and any associated account profiles.
Navigate through CRM and notate/document each individual account with details of resolution.
Maintain work queue and completing work items that are assigned within a timely manner.
Make outbound calls to customers that may require additional research and assistance.
Identify and escalate caller complaints to the appropriate supervisor and management staff.
Ability to handle multiple projects, work in a fast-paced environment and meet deadlines Getting merchants PCI compliant and possess a strong Understanding of PCI portal
Handling inbound cancellation and customer escalations calls.
Conducting outbound retention proactive calls responsible to assess the merchant's situation and determine the appropriate steps to provide a satisfactory resolution for the merchant's issue Consistently at work and on time.
Apply now! Enhanced Payment Systems helps businesses prosper through smarter commerce for all and we're committed to building the next generation of payment technologies and experiences. Propelled by cutting-edge technology, user-friendly products, and features, and the best customer service in the business, we continue to innovate to satisfy our clients and their customers. At Enhanced Payment Systems, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer
Vacancy expired!