Merchant Support Specialist I

Job Description

Specialist I, Merchant Support

Department

Contact Center

Reports To

Merchant Support Manager, or equivalent position

Job Purpose

This role is to provide exceptional service to our merchants, partners, and resellers. Our merchants and partners will call into our call center, seeking information on their daily deposits, month-end statements, Payroc products, the status of deposits, etc. You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximize their revenue potential. You have an understanding that our merchants' success is also our success. Being able to work in a collaborative and highly motivated environment is critical. The Merchant Support Specialist will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service Payroc provides. This role has a few different scheduling options: Monday - Friday; 13:45-22:15 or 18:30 - 3AM (GMT). We also offer a four day week schedule; 16:30-3AM (GMT).

Duties and Responsibilities

• Analyze merchants' payments-related issues, assist with disputes, and provide sustainable solutions
• Collaborate with other internal teams such as technical support, fraud and risk, business development, settlement, and product for cascading and or escalations of merchants' payment-related concerns
• Maintain in-depth knowledge of functionalities for all systems used by the Merchant Support Team
• Assist with exceptional and unusual situations or customer concerns with merchant processing and equipment
• Ensure that superior customer service is provided to merchants. Working directly with merchants, Agents, operational departments, and partners to handle challenging or complex Merchant and card security questions and concerns.
• Contribute to process improvement in merchant support by identifying sources of merchant issues, recognizing trends, and sharing reports with the Merchant Support Leads and Manager

Qualifications

• Bachelor's Degree preferred
• Customer Service – Professionally manages difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance
• Proactive Mindset - Able to proactively identify gaps in processes or products that could potentially lead to merchant churn
• Extensive Product Knowledge - Maintain excellent knowledge of our portfolio of products and services in order to understand merchant’s needs
• Interpersonal Skills - Must be able to work with leadership to develop long term solutions for process and or service failure points leading to merchant churn
• Ability to Multitask – Provide good customer service to make sure each merchant feels like they’re the only customer that matters.
• Time Management - Must be able to prioritize and use time efficiently based on the importance level of the issue at hand.

Travel Component

• N/A

Job Classification

• Exempt

At Payroc we are committed to the principal of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics. 

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at