We are looking for a Level 1 Customer Care Agent.
The Level 1 Customer Care Agent will be responsible for incoming calls from Sales Partners and Merchant Customers. The Level 1 Customer Care Agent assists with technical support, statement inquiries, billing inquiries, merchant retention and other general queries. This position reports to the Level 3 Customer Care Agent and the Customer Care Manager.
- Answering incoming calls
- Merchant retention support
- Technical support
- Statement and billing support
- Upselling and cross-selling products and services
- Maintain incoming talk-time to set productivity levels
- Understanding department workflows and procedures
- Making outbound calls as needed
- Assembling customer Welcome Kits
- Handling returned mail
- Adhering to attendance policy and procedure
- Other tasks assigned by your manager
- Must gain knowledge of customer service principles and practices
- Must demonstrate communication and negotiation skills
- Must have the ability to quickly learn/grasp new ideas and concepts
- Must be very responsible, detail oriented and have ability to multi-task and prioritize time sensitive responsibilities
- Must possess strong phone etiquette and follow up, working independently on recurring, repetitive responsibilities
- Must follow direction and adhere to Standard Operating Procedures
- Must possess good judgment
- Must be able to maintain a calm disposition in stressful situations
- Must be able to gain a working knowledge of operations of relevant software, hardware and other related equipment
- Must maintain a customer service focus
- Must be able to demonstrate initiative, and flexibility
- Bilingual is a plus but not required
Job Classification: Non – Exempt
Definition: Certain types of employees, who are classified as non-exempt employees, are entitled to overtime pay as guaranteed by the Fair Labor Standards Act (FLSA). If an employee is classified as non-exempt (vs. exempt) their employer is required to pay them overtime pay.
To apply for this position, please fill out the contact form below.