Customer Service Representative- Full-time and Part-Time Available

Position Description Overview

Are you a college student or recent graduate looking to gain work experience? If you are great at solving problems and good with people, you may be a perfect fit for Priority IS! We offer on-the-job training for the role of Customer Service Representative. This is an outstanding opportunity for someone willing to learn from the ground up – all about merchant services, customer service and operational support for our client base. Apply today by clicking the link to the right.

Position Description Overview

Priority Integrated Solutions (Priority IS) is seeking a Customer Service Representative, responsible for relationship management and service delivery to strategic merchants and clients. This role serves as the primary liaison for the service side of the client relationship including escalation, client communication, effective oversight of implementations, execution of account plan activities, building of relationships with client contacts, management and coordination of client loyalty and retention.

 

Job Responsibilities

  • Answering client/partner inquiries via email or by phone.

  • Act as a first point of contact for the client’s day to day operational requirements including, but not limited to:

    • Resolving payment related queries and reconciliation issues

    • Responding to queries regarding online statements

    • Investigating settlement anomalies, should they arise

  • Amendments to bank details, addresses, phone numbers etc.

  • Be a service expert - proactively develop understanding and share knowledge with peers on best practices

  • Record all work in the CRM management tool, Salesforce

  • Maintain contact with clients on a regular and proactive basis

  • Regular communication with sales, business development teams, and other internal teams as necessary

  • Act as an escalation point and take ownership for the enterprise accounts within their portfolios

  • Training and support for clients on query, reporting, chargeback processing tools and other tools that are applicable for the client

  • Deliver against client requirements and resolve all queries in professional and timely fashion

  • Other responsibilities as assigned

Scope of Job

This is a customer service role providing operational support to both partners and clients for day to day operational inquiries. The Customer Service Representative, Level 1 is responsible for delivering exceptional customer service, building strong relationships across the Client Services and Operations teams to deliver against our client needs.

Autonomy

Requires little guidance and supervision from management. Ability to work with a broad network of resources to resolve issues.

Job Requirements

  • Previous SalesForce experience

  • Previous experience in payment processing or financial technology industry

  • Previous work experience in a Customer Service role

  • Must possess excellent analytical, time management, comprehension and customer service skills including verbal communication skills, well developed, active listening and relationship building skills

  • Strong awareness and understanding of customer needs, and evidence of this in current or previous experience

  • Excellent organizational skills and solution oriented

  • Strong communicator at all levels with the ability to clearly and concisely present information, both verbally and written

  • Ability to multi-task and use several systems in tandem to resolve problems

  • Self-motivated team player with strong analytic and problem solving skills

Competencies

  • Relationship Management

  • Customer Interaction

  • Problem Management Process

  • Account Management

  • Knowledge of Product Line

  • Implementation

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