Customer Service Representative
Customer Service Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Customer Service Representative
Brooklyn NY
4565K
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 Solas Customer Assistance and Ticketing System and contacting the clients with followup and resolution.
Document customer issues utilizing current online information management system.
Ensure timely reporting referral followup and escalation of merchant issues to minimize disruption to service and overall impact to Sola4 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 Bachelors or Associates 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 fastpaced environment as part of a team but assume ownership and responsibility for team and selfassigned work.
Must be able to work independently with minimal supervision using preset 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 problemsolving 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 customerfirst 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 followup
Email resume to:
Required Experience:
Unclear Seniority
Employment Type
Full Time
