Customer Service Rep

Not your usual Help Desk job!

Trouble-shooting, research, ongoing dialogue. We work with our customers to bring them a satisfying resolution. We're not interested in call volume, but rather, results!

FiNet has a mission to partner with community financial institutions to make a diverse range of modern payment processing options accessible to small businesses nationwide, empowering them to operate more effectively and productively. In the process, we will provide personalized support they’ll find nowhere else in the payments industry.

We’re looking for a Customer Service Representative with an acute focus on problem-solving and the people skills to match.

About the Role

As a Customer Service Representative (CSR), your primary responsibility is to be our small business merchants’ point of contact. Unlike a typical call center with a scripted response for every situation, each call, email or chat you receive will be unique and unlike the previous one. We rely on your knowledge, experience and intuition to guide you through resolving issues.

We aim to work with our customers to resolve these issues to their satisfaction. We don’t focus on call volume or tracking the duration of each call. What matters most is that the problem is resolved accurately, and our customers have faith in us to handle their requirements.

The Customer Service group has two primary focuses:

• Servicing our existing customers. FiNet’s current processing customers may have technical issues, billing concerns or other logistical problems that require assistance. In such cases, your responsibility will be to gather the necessary information to troubleshoot these problems and then design and implement strategies to resolve them. This includes identifying the resources needed to solve the issues, such as coordination with other in-house departments or collaboration with third-party processing partners and equipment vendors.

• New customers. Proper onboarding and account configuration are required for new FiNet customers to begin processing. The CSR manages equipment delivery logistics and the coordination of any necessary training.

About You

You have experience in payments, merchant services or credit card processing. We will offer the required training to help you navigate the complexities of the payments industry and effectively solve problems. However, having a solid foundation of knowledge that includes an understanding of payment-related terminology, pricing and other vital concepts will enable you to simplify your learning process.

You have two years of experience dealing with people in a structured support setting. As a CSR, you will interact with a diverse range of personalities. Understanding your audience and having effective communication skills are crucial to ensuring a positive experience for the customer while still conveying important information.

You will face situations where customers may be hostile or unfriendly. In such scenarios, you should remain calm and composed under pressure, with the ability to diffuse tense situations and make customers feel at ease.

The CSR will need to concurrently work through multiple support scenarios and maintain an ongoing dialogue with customers or third parties. Therefore, the ability to multitask and stay organized is crucial for this role.

You should genuinely want to help people and strive to provide them with a positive outcome.

You are willing to learn. Having prior experience doesn’t mean there is nothing more to learn. A CSR must maintain a positive attitude and be open to new ideas.

You’re not afraid to tackle anything tech-related. Daily, you will be required to use either Windows or MacOS, basic office suites such as Microsoft Excel or Google Sheets and various web-based tools. Additionally, most modern payment products have a strong technical component; therefore, an intuitive feel for contemporary electronics and web services is crucial.

You have the proper outlook. You are a problem solver, detail-oriented and continuously strive to achieve the desired results. You set the bar high for quality, both in your work and the approach you take towards it. Although we are a laid-back company compared to most in our industry, we still value the basic principles of integrity, professionalism, productivity, teamwork, accountability and putting in a full day’s worth of hard work.

Full time position includes a salary plus commissions and a benefits package. FiNet operates a hybrid working environment of both in office and remote days each week.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Office

Education:

• High school or equivalent (Preferred)

Work Location: Hybrid remote in Youngstown, OH 44512