What are the responsibilities and job description for the Customer Service Representative position at Merchant MultiServices?
CUSTOMER SERVICE/TECHNICIAN REPRESENTATIVE
JOB DESCRIPTION
JOB TITLE: Customer Service/Technician Representative
DEPARTMENT: Customer Service
GENERAL JOB DESCRIPTION
We are looking for a problem solver, fast learner, and team player to join our growing business as a Customer Service/Technician Representative. This candidate needs to understand our customer service policies, become trained in product knowledge, and learn to offer quick and accurate assistance to our customers.
MAJOR DUTIES AND RESPONSIBILITIES
- Attend in-house training to learn how to handle calls regarding common issues, system and terminal errors, basic machine operations, Gateway searches and other pertinent information.
- Answer incoming customer calls regarding service questions and general concerns.
- Analyze/troubleshoot cause of system or terminal errors.
- Maintain high level of professionalism with customers and work to establish a positive rapport with every caller.
- Update customer information in the customer service database.
- Stay updated on product information, changes and systems as presented by Management.
- Maintain appropriate PCI compliance rules and Company confidentiality policies inside and outside workplace.
- Follow appropriate lines of authority.
- Be on time and ready to contribute in a positive manner.
MINOR DUTIES AND RESPONSIBILITIES
Respond via email, phone, or fax as needed to customers.
Observe proper safety procedures.
Organize work for easy retrieval.
QUALIFICATIONS FOR THE JOB
Education:
High school diploma/GED required
Associate or Bachelor degree in a business related field preferred
Experience:
Call center: 1 – 2 years
General office: 3 - 4 years
Other:
Good understanding of computer systems, mobile devices, and other tech products.
Tech savvy with working knowledge of office automation products, databases and remote control.
Ability to diagnose and resolve basic technical issues.
Ability to remain professional and courteous with customers at all times.
Excellent verbal and written communication skills.
KEY COMPETENCIES
Microsoft Office Suite
Proper phone etiquette
Data entry skills
Typing 50 WPM
Job Type: Full-time
Pay: $17.00 - $18.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
Experience level:
- 1 year
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- In-person
- Office
Work Location: In person
Salary : $17 - $18