Sr. Customer Service Rep
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Job Location:
Los Angeles, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Verifi Inc. a Visa company is currently hiring for a collaborative team-oriented Senior Customer Service Rep to support our this role you will be responsible for developing creative solutions by researching and responding to basic and complex inquiries from internal and external clients regarding Verifi business units dispute products and services.
Essential Functions
- Setting up maintaining and deactivating all service configurations for new and existing clients.
- Researching tracking and communicating issues identified by internal monitoring alerts related to Verifi services.
- Responding appropriately and timely to inquiries from internal and external clients (merchants partners and issuers) to ensure department SLAs and client expectations are met
- Troubleshooting problems identified by external or internal clients and collaborating with various business teams to address and resolve issues identified
- Creating client communications including but not limited to standard maintenance notifications and Incident Reports
- Rotating on-call coverage
- Additional duties may be assigned as required
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Location - Los Angeles CA
Qualifications :
Basic Qualifications
Must have a High School diploma or equivalent or relevant work experience
Preferred Qualifications:
2 or more years of work experience
2 years experience in a B2B client or merchant services environment setting up maintaining and deactivating service configurations including communicating technical issues between external clients and internal technology teams
2 years experience in a CNP (card not present) environment including understanding of CNP transaction lifecycle
2 years experience handling on-call escalations outside standard business hours
Experience analyzing large amounts of data to identify trending metrics potential system or product enhancements and/or overall product success
Background researching tracking and communicating issues identified by external and internal clients
Experience troubleshooting issues using monitoring tools such as Grafana or Interna for email alerts
Understanding of and ability to meet department Service Level Agreements (SLA)
Flexible to work weekends evenings and holidays along with being on-call as scheduled
Ability to work independently while monitoring multiple systems or collaboratively to help reduce resolution time or client impact
Proficiency in MS Office specifically Excel
Experience identifying opportunities for potential client upsells or contract extensions
Experience with using Salesforce classic/Microsoft Dynamics including case management and reporting features
Experience reviewing HTML and API logs
Additional Information :
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk communicate in person and by telephone frequently operate standard office equipment such as telephones and computers.
Visa is an EEO Employer. 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. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 49700.00 to 59800.00 USD per year which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge skills experience and addition this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off and Wellness Program.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our purpose is to uplift everyone, everywhere by being the best way to pay and b ... View more
