Customer Support Representative - Dallas, United States - EVO Payments International

EVO Payments International Dallas, United States

4 weeks ago

Description

**Summary**

As a Customer Support Representative, you will be responsible for interacting with customers (merchants), Independent Sales Organizations, (ISO's), Independent Business Analysts (IBA's), Sales Agents, Alliance Partners and vendors on behalf of EVO Payments, Inc. This position is also responsible for providing information about products and services, answers billing questions, researching caller complaints, and providing Tier 1 support for equipment related inquiries. This position also plays an important role in establishing and maintaining the company's reputation by maintaining professionalism at all times.

**What youll do:**

Confer with merchants, ISOs, IBAs, Sales Agents, Alliance Partners, Vendors and Internal Departments by telephone in order to provide information pertaining to account inquiries, products and services or to obtain details of complaints

Keep records within EVO CRM's of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

Research customers' service or billing complaints to determine what action needs to be taken to resolve their issues

Check to ensure that appropriate changes were made to resolve customers' problems

Refer unresolved customer grievances to designated departments for further investigation

Determine charges for services requested and explain deposits, refunds, and or payments

Identify opportunities for potential sales leads and upsells on products and services

Recommend improvements in products, service, or billing methods and procedures in order to prevent future problems

Maintain work queue and completing work items that are assigned within a timely manner

Initiate outbound calls to customers that may require follow up for additional research with escalated cases

Review and respond to incoming emails within a timely manner

Navigate through Front-End and Back-End systems to research accounts

Access and understand account information, billing information, transaction records, terminal details, and any associated account profiles

Access and handle documents with sensitive information, in accordance with company policy

Identify and escalate caller complaints to the appropriate escalation groups

Use scripts as addressed by management to assist with call handling and reporting

Understand Net Promoter Score metrics to achieve the positive response rate from merchants pertaining to Customer Satisfaction Surveys

Maintain time management (i.e. clocking in/out)

Complete job related projects and additional duties as assigned by management staff

**About you:**

2+ years of Customer Service experience (preferred)

High School diploma or equivalent

Strong verbal communication and active listening skills

Customer orientation and ability to adapt/respond to different types of characters

Problem solving and basic analytical skills

Ability to multi-task, prioritize, and manage time effectively

Basic understanding of CRM systems and practices

Basic computer skills (i.e. navigating windows applications)

Basic knowledge of MS Office applications (Outlook, Excel, Word)

All applicants must pass a drug test, background check, and credit evaluation

Learn from and grow with a worldwide payments industry leader

Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more

Thrive in a collaborative culture that supports innovation

Take advantage of a supportive work-life balance

Benefit from global career opportunities and advancement

**Disclaimer**The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.

EVO Payments Inc. is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.

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Description

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