Merchant Customer Support Representative Level 1

Evolv | Newburgh, IN (On-site)Schedule: Monday-Friday 7:00am -4:00pmAbout EvolvEvolv has been a trusted partner for over 25 years, delivering comprehensive merchant services solutions to businesses nationwide. Our commitment to excellence and customer satisfaction has positioned us as a leader in the payments industry.We provide an all-in-one solution for merchants, including:Credit and debit card processingACH/payment solutionsWebsite development, e-commerce, and SEOThrough partnerships with financial institutions, associations, technology providers, and independent sales organizations, Evolv ensures merchants receive best-in-class service tailored to their business needs.Position SummaryThe Merchant Customer Support Representative (Level 1) serves as a frontline resource for merchant clients, providing support across billing, funding, transaction research, and account maintenance.This role requires strong problem-solving skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely resolutions. Representatives are expected to manage inbound communication, maintain SLAs, and support internal teams while ensuring a high-quality merchant experience.This role is best suited for individuals who thrive in a detail-oriented, fast-paced environment and take ownership of resolving complex merchant issues.Key ResponsibilitiesHandle inbound merchant inquiries via phone, email, and shared inboxesRespond to all inquiries within 24-hour SLA expectationsResearch and resolve issues related to billing, transactions, and depositsUtilize multiple systems for research, ticket submission, and trackingCreate, manage, and resolve CRM ticketsReview statements and explain findings to merchantsAudit closed accounts and ensure full closureReview and adjust pricing on approved accountsMaintain inbox organization and SLA adherenceParticipate in ongoing trainingSupport additional operational tasksQualificationsMinimum 2 years customer service experienceStrong analytical and problem-solving skillsEffective communication skillsHigh attention to detailTechnical SkillsMicrosoft Office proficiencyCRM/ticketing experienceMulti-system navigation30+ WPM typingDual monitor experience preferredCore CompetenciesCustomer-focused mindsetOrganization and adaptabilityProactive problem-solvingGrowth & DevelopmentOpportunities for advancement into higher-level operational roles.Compensation & Benefits$17–$22/hour401(k) matchMedical, dental, visionPTOTraining & developmentCompany eventsSchedule & LocationMonday–Friday, 8–5 CST10999 Stahl Rd., Newburgh, INAdditional RequirementsBackground checkReliable transportation #J-18808-Ljbffr Evolv Inc