Senior Customer Service Representative

Job Description

Verifi, Inc., a Visa company, is currently hiring for a collaborative team-oriented Senior Customer Service Rep to support our clients. In this role, you will be responsible for developing creative solutions by researching and responding to basic and complex inquiries from internal and external clients regarding Verifi business unit’s dispute products and services.

Essential Functions

• Setting up, maintaining, and deactivating all service configurations for new and existing clients.
• Researching, tracking, and communicating issues identified by internal monitoring alerts related to Verifi services.
• Responding appropriately and timely to inquiries from internal and external clients (merchants, partners and issuers) to ensure department SLAs and client expectations are met
• Troubleshooting problems identified by external or internal clients and collaborating with various business teams to address and resolve issues identified  
• Creating client communications, including but not limited to standard maintenance notifications and Incident Reports
• Rotating on-call coverage
• Additional duties may be assigned as required

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Location - Los Angeles, CA

Qualifications

Basic Qualifications
• Must have a High School diploma or equivalent or relevant work experience

Preferred Qualifications:
• 2 or more years of work experience
• 2+ years’ experience in a B2B client or merchant services environment setting up, maintaining and deactivating service configurations, including communicating technical issues between external clients and internal technology teams
• 2+ years’ experience in a CNP (card not present) environment, including understanding of CNP transaction lifecycle
• 2+ years’ experience handling on-call escalations outside standard business hours
• Experience analyzing large amounts of data to identify trending metrics, potential system, or product enhancements, and/or overall product success
• Background researching, tracking, and communicating issues identified by external and internal clients
• Experience troubleshooting issues using monitoring tools, such as Grafana or Interna for email alerts
• Understanding of and ability to meet department Service Level Agreements (SLA)
• Flexible to work weekends, evenings, and holidays, along with being on-call, as scheduled
• Ability to work independently while monitoring multiple systems or collaboratively to help reduce resolution time or client impact
• Proficiency in MS Office, specifically Excel
• Experience identifying opportunities for potential client upsells or contract extensions
• Experience with using Salesforce classic/Microsoft Dynamics, including case management and reporting features
• Experience reviewing HTML and API logs