CS - After-Hours Lead

Job Description

Job Description

JOB SUMMARY

The After-Hours CS Lead supports all facets of merchant facing support during the overnight hours and serves as an escalation point for all After-Hours Support Staff. Agents in this role are responsible for handling customer services as well as technical support-related inquiries via phone, email or chat, to a clients satisfaction, the same as After-Hours Support Representatives. This position is required to work quickly and often independently to identify root cause to issues and provide viable resolutions that meet the needs of our clients with an emphasis on world-class customer service. 

DUTIES AND RESPONSIBILITIES

• Answer customer inquiries via chat, email and phone
• Diagnose hardware, software and network problems using internal documentation and step by step guides
• Guide users through steps to identify and troubleshoot technical issues
• Answer Basic Billing and Deposit related questions
• Record customer details, issues and resolutions in the CRM 
• Escalate complex or unresolved issues to leadership as needed
• Train merchants on how to use new software, hardware or product features
• De-escalate tense situations to resolve issues and retain merchant accounts
• Utilize multiple internal and external systems to see merchant activity and historical background to inquiries
• Complete CSR Tickets accurately and timely
• Work with Risk where needed for account and device deactivations related to fraud
• Properly document issues for resolution with day shift teams
• Monitor chat, phone and email turnaround times for SLA adherence
• Take escalation chats/calls from merchants as needed
• Provide coaching where needed to address service deficits
• Lead by example in time management, ownership of issues, and collaboration

REQUIRED SKILLS/ABILITIES

• Two (2) years or more of customer service related to merchant processing, retail hospitality or call center environments 
• Proficiency with chat platforms, ticketing systems and phone networks
• Fast and accurate typing skills (40 WPM or more)
• Capacity to remain calm, polite and understanding when handling frustrated or angry merchants
• Strong critical thinking skills to analyze issues and find quick, effective solutions, 
• Excellent written and verbal communication skills to explain complex processes simply
• Ability to multi-task, prioritize urgent inquiries and manage time efficiently with little supervision
• Excellent written and oral communication skills with an ability to explain complex technical concepts to stakeholders
• Ability to coach others with a keen focus on active listening for understanding

Work Hours:

After-hours schedule will be confirmed following completion of the applicable training.

Benefits:

• Full suite of Health benefits
• 401k with Company Match 
• Casual dress environment 
• Flexible Work Standards Policy (Hybrid / Remote)

Company Description:

Talus is a technology-driven payment processing company that puts client success above all else. While Talus stays ahead of the technology curve by providing products and services that help merchants run their business more profitably, it's the support and education our clients receive from Talus that separates Talus from the average payment processor. Recently injected with a substantial amount of investment capital, Talus is looking to go head-to-head with some of the top payment processors in the United States in areas of technology, brand recognition, and marketing. We're looking for the top 1% to help us get there.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.

Mental Requirements:

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress. 

Talus Payments is an EO Employer –  Veterans/Disabled and other protected categories

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.