Customer Service Representative

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.

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

Experience/Requirements

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