Customer Success Advocate [awesome benefits]

Bankcard Services strives to simplify operations, reduce cost confusion, and streamline payments for small and mid-size business owners across the country. Every customer is provided with the reliable, flexible, and secure business solutions they need in a clear, transparent manner they can trust. We are committed to the highest level of innovative technology, contract terms, and customer service—earning our customers’ business every day. Every employee is provided with the vital tools, resources, and compensation needed to achieve success.

We will deliver results, tell the truth, and make a difference with a determination to transform the business world. Good is not nearly good enough. We go above and beyond.

As a Customer Success Advocate you will provide a helping hand to our Customers who are using Bankcard and the ones who inquire about using us.

Our Support team quickly adapts to customer needs to deliver a human and consultative experience through creative problem-solving and a thorough knowledge of how Bankcard works.

In this role, you’ll get to:

• Develop deep knowledge of the merchant services / credit card processing industry
• Engage with our customers to effectively educate, answer their questions, resolve issues, provide guidance, and identify pain points all through phone, email, and chat.
• Answer how-to questions and help customers navigate a variety of tools within Bankcard.
• Communicate thoughtful, customized solutions that help new and existing customers move forward and grow their business
• Collaborate with internal teams and account owners, to identify opportunities
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes
• Perform revenue analysis for clients to ensure their needs are being met efficiently
• Perform transaction processing analysis to optimize merchants’ processing activity
• Work closely with our support, sales, underwriting, marketing, and product teams to help deliver exceptional customer experiences
• Identify and execute improvements in our current processes, tools, reporting, and documentation
• Manage a diverse pipeline of businesses and prioritize outreach to accelerate sales cycles
• Reach out to businesses in your pipeline at scale through cold calling, emailing and social selling
• Promote urgency through a solutions-based sales approach, identifying challenges with businesses and providing targeted value around how Bankcard can help

We are looking for people who:

• Find creative problem-solving fulfilling & challenging
• Are self-motivated & eager to learn
• Thrive in a dynamic & collaborative environment and are comfortable with ambiguity
• Adapt quickly to changing priorities and customer needs
• Have a clear, professional, and informative communication style
• Interested in building technical skills

Plusses & Perks:

• Open and transparent culture
• 50% 401 (k) match up to 5% of your salary.
• Awesome opportunities for career growth
• Paid Time Off
• A comprehensive medical plan with low copays and low premiums. Health care insurance includes Dental and Vision (up to 75% company paid)
• Life insurance (100% company paid)
• Paid maternity and paternity leave
• Short term and long term disability insurance (100% company paid)

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

This job description provides many examples of the types of responsibilities required, but it is not intended to be a comprehensive list.  The incumbent will complete other job responsibilities as needed which are not specifically described in this document.

Bankcard Services is an equal opportunity employer to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. Bankcard Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.