Customer Service Specialist

Job Description – Customer Service Specialist

To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, Mercantile Processing, Inc. will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or employee unless undue hardship would result.

GENERAL ROLE PURPOSE: Provide exceptional Customer Service and problem resolution via email, phone calls, or scheduled appointments. Assist with clerical and technical support, working alongside the deployment team, including but not limited to programming, downloading, and deploying. Completes data reporting and research to ensure our merchants are in compliance with industry standards.

FLSA STATUS: Non-Exempt

SUMMARY: Provide support for merchants, agents, partners, and team members. Duties may include fielding phone calls, and keeping detailed notes on merchant accounts, updating accounts, and extended research for escalated service issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Providing exceptional Customer Service

• Researching and problem-solving

• Programming merchant terminals and gateways

• Assisting with customer emails and phone calls

• Completing compliance reporting and distributing reports to the proper parties

• Taking detailed notes and updating merchant accounts as necessary

• Adapting to new tasks and/or projects

• Using outside-of-the-box thinking to identify and resolve issues

• Any other duties assigned

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EXPERIENCE AND EDUCATION:

• Strong Customer Service and interpersonal skills

• Ability to respond to telephone inquiries or take messages as needed

• Excellent oral and written communication skills

• Detail-oriented with excellent time management skills

• Computer and Internet-savvy

• Proficient in Microsoft Office products

• High School Diploma / Associate's Degree a plus

LANGUAGE SKILLS: Ability to read English and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports and correspondence using good English grammar and punctuation. Ability to speak English effectively before customers or employees of an organization.

MATHEMATICAL SKILLS: Demonstrated knowledge of key business financial metrics and communicating key performance indicators to leadership in support of business objectives. Proficiency in financial analysis, pricing models, and statistical techniques with the ability to work with complex data sets. Experience evaluating and communicating outcomes quantitatively with a drive for root cause analysis.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS: Valid Driver's License, U.S. Citizenship.

OTHER SKILLS and ABILITIES: Required computer skills include: Proficient in Microsoft Office applications for word processing, graphics, and spreadsheets. Ability to work independently with minimum supervision required. Special consideration will be given to applicants with knowledge of IRIS CRM and TSYS Applications such as mReports and Greenscreens.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties of this job demand that the employee be able to maintain a consistent schedule of attendance and be able, on occasion, to work extra hours. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; talk; and hear.