Customer Support Representative III / Assistant Manager
Segpay
Deerfield Beach, FL, USA
6/14/2022
Full Time
Job Description
Job Description
Job Summary:
The Customer Support Representative III / Assistant Manager is responsible for supporting the Customer Service Manager and assisting customers with their inquiries on merchant sites.
Job Responsibility:
- Handle all call center questions and escalations
- Assist with the management of the external call center staff
- Provides service to inbound contacts and maintains established SLAs.
- Develops thorough knowledge of Segpay's systems and technologies via hands-on, immersive training.
- Works with existing clients and customers to meet any ongoing needs they may have.
- Handles daily escalations and collects information that helps resolve escalated issues.
- Provides clients and customers with courtesy, integrity, and efficiency to consistently exceed their expectations.
- Strong written communication skills to provide clients and customers with accurate, prompt, and meaningful replies.
- Document all communication with clients and customers within Segpay's help ticketing system.
- Complies with PCI standards, policies, and best practices in the area of security, with a strong emphasis on the protection of sensitive data.
- Performs other duties and projects assigned.
- Assist the manager with daily tasks and duties.
- Performs other duties and projects as assigned.
Qualifications:
- MS Office Suite
- Familiar SQL Server
- Strong communication skills (verbal and written)
- Ability to foster and maintain relationships
- Strong organizational skills with the ability to manage numerous projects and priorities at once
- Positive and service-oriented attitude
- Driven, self-motivated, and goal-oriented
- Flexible with the ability to work under pressure
- Ability to work independently or as a team member
- Great attention to detail
Education:
- Bachelor's degree in communications or business administration
Experience:
- 4+ years of customer service experience
- 2+ years of management experience
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER