What are the responsibilities and job description for the Customer Experience Manager position at Basys?
Summary
Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization.? Perform a variety of activities to manage merchant relationships and experiences to deliver profitability and excellent customer service. Responsibilities include auditing accounts, advising on financial information, products, pricing, and processing techniques.
Duties & Responsibilities
Essential Functions
Basys is an equal opportunity employer.
Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision and values of the organization.? Perform a variety of activities to manage merchant relationships and experiences to deliver profitability and excellent customer service. Responsibilities include auditing accounts, advising on financial information, products, pricing, and processing techniques.
Duties & Responsibilities
Essential Functions
- Acts as a transaction processing consultant for merchants, providing alternative processing solutions and options while identifying the advantages and disadvantages of the proposed solutions, to minimize associated costs and risks.
- Mastery of all tools, knowledge of pricing plans, and retention strategies to serve as an escalated level of support.
- Demonstrated ability to retain and assist customers, thinking outside the box to identify creative solutions.
- Applies independent judgment in determining alternate courses of action to best assist merchants.
- Works with internal BASYS teams to serve as the highest level of support for the merchant.
- Prompt communication with merchant, partners and internal BASYS teams when issue/request has been received and expected date of resolution.
- Investigates and resolves matters with third-party business partners, banking partners, merchants and internal departments.
- Identifies, monitors, and mitigates risk issues per bank and card policy guidelines.
- Utilizes set scheduled calls to increase retention efforts within portfolio.
- Consistently meets goals for growth, retention, and customer service.
- Develops, trains and implements educational programs designed to improve merchant's transaction processing performance.
- Inspect merchant processing history to recommend/provide solutions to best fit their processing needs (new equipment, different processing plan, etc.)
- Assist in remediation of outstanding PCI compliance issues.
- Completes other assigned duties as requested.
- Strong collaborator and communicator: you are highly effective at both written and verbal communication and work well with others.
- Organized and efficient: your work and processes are easily understood by others and completed with thoughtful urgency.
- Customer-focused: you love speaking with customers, learning about their needs, and providing value.
- Goal-oriented: you are energized by stretch goals, metrics, and willing to think outside the box to maximize retention and revenue growth.
- This role is eligible for a hybrid schedule. Up to one day per week may be worked remotely in accordance with the telecommuting policy.
- This role is eligible for a bilingual pay differential for eligible languages.
- Associate’s or Bachelor’s Degree Preferred
- A minimum of 3 years’ experience in a customer service, account management, or relationship management position
- Strong Communication Skills Required
Basys is an equal opportunity employer.
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