Client Care Associate
Posted on 5/12/2022
American Fork, UT, USA
- Tenure as a Sr. CSR required
- Excellent verbal and written communications, interpersonal skills, customer orientation, team interaction, problem solving and multi-tasking skills required
- Customer service skills including call de-escalation techniques and a commitment to quality service
- Self-motivated with the ability to work within a team and independently
- Ability to quickly identify problems and then take appropriate action to solve including effective communication skills to wide audiences
- Adapts easily to shifting priorities and challenges
- Must have punctual, regular and consistent attendance
- Provide World Class Client Service to Merchants by supporting the Retention, Merchant Acquiring, and Chat Closure queues
- Merchant Acquiring interactions consist of billing inquiries, credit card and echeck funding concerns, credit card and echeck limit increases, statement and reconciliation support, and general account updates
- Educate merchants on the benefits of Authorize.Net and if necessary, negotiate fees, review acquiring options and make offers to save business as applicable
- Implement account saving techniques and solutions
- Handle all data extractions requests by phone and case creation to proactively boost merchant loyalty
- Support loyalty initiatives from Sales department
- Provide coaching and development to representatives regarding their interactions with merchants
- Understand the Loyalty and Solution processes and act as a subject matter expert as needed
- Highly involved in process improvements regarding any procedures regarding the merchant experience or product enhancement, particularly as it pertains to merchant attrition
- Support Manager with projects specific to their business lanes
- Associate positions may provide support Monday through Sunday 5:00am-8:00pm
- Scheduling will be determined upon filling positions
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