Customer Service Representative

Brooklyn, NY

45-65K

A finance company is seeking a Customer Service Representative to join their team in Brooklyn, NY. This is a key role in providing high quality customer service to merchants by responding to inquiries that come into the support desk via email and telephone, handle service tickets regarding the support of Merchant Credit Card processing through troubleshooting, diagnosing and providing merchants with solutions to resolve problems with service, authorization and credit card processing terminals as well as communicates applicable policies, procedures and practices to merchants

Duties and Responsibilities:

• Work the customer service queue, monitoring and answering incoming calls and emails daily, generating trouble tickets in Customer Assistance and Ticketing System and contacting the clients with follow-up and resolution.

• Document customer issues utilizing current on-line information management system.

• Ensure timely reporting, referral, follow-up and escalation of merchant issues to minimize disruption to service and overall impact to clients.

• Help build and maintain knowledge sources and training materials for inter and intra departmental training and onboarding.

• Act as liaison between merchants and internal departments to communicate, research, and investigate client issues while driving the ticket towards resolution.

• Analyze data and workflows to determine root causes and make recommendations to resolve current problems while gaining efficiencies for future similar problems.

Requirements and Qualifications:

• High school diploma or equivalent, some Bachelor’s or Associate’s work preferred

• No experience necessary, 1 – 2 years of related experience preferred

• Proficient keyboard and computer skills, especially Microsoft Office applications

• Must be able to work in a fast-paced environment as part of a team but assume ownership and responsibility for team and self-assigned work.

• Must be able to work independently with minimal supervision using pre-set company policies, procedures and standards as well as contractual agreements as guidelines for interaction and activity.

• Excellent telephone, interpersonal and verbal communication skills. The candidate must be able to communicate clearly and efficiently both over the phone and in writing

• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls

• Ability to identify and resolve/escalate complex problems

• Proven commitment to high quality customer service and a customer-first approach to problem solving

• Efficient time management skills to maximize the number of merchants that can be assisted while maintaining a high level of detail in notes and follow-up

Email resume to: sarah@maiplacement.com