Customer Service Representative

Harbortouch offers a full range of merchant services, supplying POS systems, electronic cash registers and credit card processing terminals. As one of the largest and most reputable payment processors in the United States, Harbortouch currently handles the merchant accounts for over 110,000 business locations and processes in excess of $9 billion annually, with those numbers continually increasing. We are looking for unique, hands on, and forward looking individuals who are enthusiastic for creating an experience our clients will remember.

Employment Description:

A Customer Service representative is expected to work with our clients by promoting the highest level of service and professionalism.  We work with a wide array of clients who rely on the highest quality of service and dedication. Customer Service Representatives are expected to project a positive company image and experience through phone interaction.  They should support interactions with customers through multi messaging campaigns such as email, mail, phone, task systems, and chat systems. These interactions should be coordinated and real time.  Representatives are also expected to acquire an in depth understanding of the entire merchant processing industry as well as the entire transaction cycle.

Responsibilities:

• Enhances organization reputation by providing clients with a first class customer service experience
• Communicate with clients via phone, email, chat, and tickets
• Assist customers with navigating our website, statements, contracts, orders, and billing inquiries
• Utilize strong problem-solving and people skills to ensure first call resolution
• Build and maintain strong relationships with clients and fellow team members
• Work closely with additional internal departments and teams to understand and ensure the proper course of action is taken
• Thoroughly document inquiries and outcomes for accurate tracking and analysis
• Under supervision receives and places follow up calls/ emails/ tickets/ projects to answer client inquiries in a timely manner
• Seeks, understands, and implements the clients expectations
• Actively participate in team/ departmental meetings to provide feedback and improve the overall work environment
• Meet and or exceed department performance metrics

Necessary Skills

• Excellent listening, oral, and written communication skills
• Friendly and enthusiastic personality
• Incredible attention to detail
• Goal and results oriented
• Resourceful and motivated to learn
• Reasoning and problem solving skills
• Ability to adapt to and implement change
• Creative and forward thinking
• Must be organized and able to manage multiple priorities
• Proficient in relevant computer applications
• Bilingual (English/Spanish) is a plus, but not required

Required Education and Experience

• High school diploma or equivalent is required
• Knowledge of customer service core principles and practices
• Familiarity with the Microsoft Office Suite
• 2+ years customer service experience preferred, but not required
• Experience in the banking or credit card processing industry preferred, but not required

Person must be comfortable on the phone and in person for meeting, be proficient in MS-Office and be willing to do what it takes to help the team win. We will be evaluating candidates based on how they interview, prior experiences, knowledge and references.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed. This job description only constitutes a summary of the responsibilities for this position at Harbortouch. The expanding nature of Harbortouch often requires changing roles and additional responsibilities

All your information will be kept confidential according to EEO guidelines.

Our Culture: We are in search of individuals that share our values: Passion for the work, Understanding, Inventing, Building, Discipline, Learning, and Respect and Teamwork. We are foodies, and we are into fitness. We have outdoor patios for eating and interacting with teams from other divisions. Our Allentown campus holds 3 buildings and over 300 employees. In the spirit of learning and developing, we offer our employees access to various educational resources.