Customer Service Representative

The Customer Service Representative is responsible for answering merchant inquiries in a high-volume, fast paced call center environment. They are required to meet/exceed merchant expectations and maintain an excellent image for the company. By leveraging probing questions and effective listening skills, the Customer Service Representative will provide superior customer service via phone, e-mail, and fax. This position is required to handle all forms of telephone etiquette such as: call transfers, message taking, call backs, holds, interruptions, and unintentional disconnects. The position will display the highest degree of professionalism and courtesy when speaking with and supporting all customers.

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• Answer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employees
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• Meet statistical requirements for the shift and maintain an acceptable call quality monitor score
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• Educate customers regarding various company products/services
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• Handle and resolve customer escalations in a proficient, competent manner; follow up on customer issues when necessary
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• Research a variety of inquiries using all available tools, systems and resources
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• Enter, update and confirm customer data in iWorkflow
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• Additional responsibilities as assigned or requested
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The Customer Service Representative is responsible for answering merchant inquiries in a high-volume, fast paced call center environment. They are required to meet/exceed merchant expectations and maintain an excellent image for the company. By leveraging probing questions and effective listening skills, the Customer Service Representative will provide superior customer service via phone, e-mail, and fax. This position is required to handle all forms of telephone etiquette such as: call transfers, message taking, call backs, holds, interruptions, and unintentional disconnects. The position will display the highest degree of professionalism and courtesy when speaking with and supporting all customers.

\n
• Answer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employees
\n
• Meet statistical requirements for the shift and maintain an acceptable call quality monitor score
\n
• Educate customers regarding various company products/services
\n
• Handle and resolve customer escalations in a proficient, competent manner; follow up on customer issues when necessary
\n
• Research a variety of inquiries using all available tools, systems and resources
\n
• Enter, update and confirm customer data in iWorkflow
\n
• Additional responsibilities as assigned or requested
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Experience/Requirements

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• Bachelor’s Degree or equivalent industry experience
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• Knowledge of the Payment Card Industry a plus
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• Customer service/call center experience, telephone etiquette, company policies/procedures
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• Knowledge with Outlook, Excel, and relevant computer applications/systems
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• Excellent written and verbal communication skills
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• Good data entry and keyboard skills
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• Knowledge of administration and clerical processes
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Skills & Requirements

Experience/Requirements

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• Bachelor’s Degree or equivalent industry experience
\n
• Knowledge of the Payment Card Industry a plus
\n
• Customer service/call center experience, telephone etiquette, company policies/procedures
\n
• Knowledge with Outlook, Excel, and relevant computer applications/systems
\n
• Excellent written and verbal communication skills
\n
• Good data entry and keyboard skills
\n
• Knowledge of administration and clerical processes
\n