Client Services Lead

Talus Payments
Dallas, TX Full Time
POSTED ON 8/23/2022 CLOSED ON 3/6/2023

Job Posting for Client Services Lead at Talus Payments

Job Summary:

The Client Services Lead role will work in tandem with the leadership team to provide support and monitoring for all areas of the Client Services department.

Duties and Responsibilities:

  • Monitors real time performance of the team(s) to ensure KPI targets are met
  • Communicate and support process change initiatives as directed by management
  • Motivate representatives to provide best in class service to all clients
  • Identify operational issues and provide suggestions for improvement
  • Assists with the facilitation of team meetings where needed
  • Collaborate with Client Services staff to maximize client satisfaction
  • Maintain reporting as directed by management
  • Handle escalated calls and research client service issues
  • Ensure adherence to company policies and procedures
  • Provide coaching and development to all Client Services staff as needed

Minimum Requirements:

  • High School Diploma or equivalent
  • 3 year minimum inbound/outbound call center experience
  • Outstanding verbal and written communication skills
  • Must be detail oriented
  • Ability to prioritize and multitask in a fast-paced environment
  • Proficient with Microsoft Office Suite
  • Must be available Monday through Friday between the hours of 7 am and 8 pm. Actual schedule will be based on department need.

Competencies:

  • Customer Service – Manage difficult or emotional client situations with empathy and compassion; Respond promptly to clients needs; Solicit customer feedback to improve service levels; Respond timely to Client Service Representatives inquiries/requests for assistance; Meet commitments
  • Initiative – Volunteer readily; Undertake self-development activities; Ask for and offer help when needed; Take independent action where appropriate
  • Attendance – Consistently report to work on time/as scheduled; Ensure work responsibilities are covered when absent; Arrive to meetings and other appointments timely
  • Dependability – Follow instructions; Respond to leadership direction; Keep commitments
  • Professionalism – Approach others in a tactful and engaged manner; React well under pressure; Treat others with respect and consideration

Company Description:

Talus is a technology-driven payment processing company that puts client success above all else. While Talus stays ahead of the technology curve by providing products and services that help merchants run their business more profitably, it's the support and education our clients receive from Talus that separates Talus from the average payment processor. Recently injected with a substantial amount of investment capital, Talus is looking to go head-to-head with some of the top payment processors in the United States in areas of technology, brand recognition, and marketing. We're looking for the top 1% to help us get there.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.

Mental Requirements:

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress.

Talus Payments is an EO Employer – Veterans/Disabled and other protected categories

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.

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