Merchant Services Representative

Job Requisition ID: 67542 Department: Sales & Marketing (DEPT_SALMRKT) At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths. We are #EnergizedByGrowth. DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States. Innovative Controls Systems (ICS) is part of Vehicle Wash Solutions, a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment. Excellent benefits package with health, dental, vision, disability & life insurance. Paid time off, paid holidays as well as an on-site Cafeteria and Employee Fitness Center. Position Summary The Merchant Services Representative works with both ICS customers and ICS employees to support merchant account, network security, and business continuity products and processes. This person will use their knowledge of information technology best practices, product expertise, sound judgement, and attention to detail to assist customers in achieving their goal of facilitating the processing of payment cards, securing their networks, and protecting the information contained within. The Merchant Services Representative will be responsible to work with merchants to determine payment card needs and guide merchants through the process of applying for and maintaining merchant accounts. This person will enter and/or validate merchant account information for payment card acceptance on merchant owned equipment. This person will also be expected to provide education and assistance to customers concerning the use, maintenance, and responsibilities associated with the merchant account. The Merchant Services Representative may also be call upon to assist with other projects in the Support department as needed. The Merchant Services Representative reports to the Merchant Services Manager. Essential Duties and Responsibilities Communicate with customers via email and phone Educate customers on best practices and the use of their systems Assist customers in understanding and filling out merchant processing applications Maintain an accurate record of accounts held by merchants to use and distribute that information as required Assist customers in their pursuit to achieve compliance with security frameworks such as PCI-DSS and any of the various PII frameworks Remotely install, configure, and troubleshoot custom payment application Remotely install, configure, and troubleshoot payment terminals Remotely install, configure, and troubleshoot network equipment Remotely install, configure, and troubleshoot network security software Accurately enter merchant account configuration Use backend systems to properly provision and monitor equipment and services for customers Work overtime and weekends as needed Desired Traits and Qualities Maintain a good attitude to promote a positive work atmosphere Behave in a work appropriate and professional way at all times Treat all people with their due respect Speak and write effectively and appropriately in all situations Understand that each customer has unique needs and strive to find an appropriate solution for them Demonstrate persistence and overcome obstacles Contribute meaningfully to the overall team effort Demonstrate dependability through consistently being at work, on time, and producing quality work Education High-school diploma or equivalent is required Associates degree or equivalent from two-year College or technical school preferred Current IT certifications a plus Experience Previous experience working in a call center environment using ticketing software preferred Previous experience performing remote technical work preferred Required Skills Working knowledge of MS Office Fundamental knowledge of MS operating systems Fundamental knowledge of networking principles Fundamental understanding of troubleshooting and diagnostic processes Travel This is an in-office position and does not require any regular travel. Schedule This is a full time position with occasional required overtime. A work week of 40-45 hours can be expected. Working weekends can occur but is rare for the position. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the traditional indoor office work environment is usually moderate. There is no or very limited exposure to physical risk. Physical Demands 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 accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Work Arrangement : Onsite Pay Range: $20.00 - $20.00 per hour We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work. Benefits: Benefits for this position include: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including 12 paid holidays per calendar year, paid vacation days beginning at 120 hours annually, 40 paid sick leave hours annually or as provided under state and local paid sick leave laws; business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies. All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law. Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact View email address on click.appcast.io for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response. Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site. This position may be located in: Americas : United States : Pennsylvania : Bethlehem Job Function : Customer Service; Information Technology; Software Development