Customer Support Representative III / Assistant Manager

Job Description

Job Description

About Segpay: At Segpay, we are dedicated to providing secure and robust payment solutions that meet the diverse needs of our clients. Our dynamic environment encourages collaboration, innovation, and personal growth, enabling our team members to thrive and make a meaningful impact in the payment processing industry. We are currently seeking a passionate, driven, and detail-oriented Customer Support Representative III / Assistant Manager to join our Customer Service team and play a pivotal role in our journey.

Job Summary:

The Customer Support Representative III / Assistant Manager is responsible for supporting the Customer Service Manager and assisting customers with their inquiries on merchant sites.

Essential Job Functions:

• Handle all call center questions and escalations
• Assist with the management of the external call center staff
• Provides service to inbound contacts and maintains established SLAs.
• Develops thorough knowledge of Segpay's systems and technologies via hands-on, immersive training.
• Works with existing clients and customers to meet any ongoing needs they may have.
• Handles daily escalations and collects information that helps resolve escalated issues.
• Provides clients and customers with courtesy, integrity, and efficiency to consistently exceed their expectations.
• Strong written communication skills to provide clients and customers with accurate, prompt, and meaningful replies.
• Document all communication with clients and customers within Segpay's help ticketing system.
• Complies with PCI standards, policies, and best practices in the area of security, with a strong emphasis on the protection of sensitive data.
• Assist the manager with daily tasks and duties.
• Perform other duties and projects as assigned.

Qualifications

• Education:

Bachelor's degree in communications or business administration

Experience:

4+ years of customer service experience

2+ years of management experience

• Specific or Additional Skills:
  • MS Office Suite
  • Familiar SQL Server
  • Strong communication skills (Verbal and Written)
  • Ability to foster and maintain relationships
  • Strong problem-solving skills and the ability to analyze complex data and situations to provide clear and actionable recommendations.
  • Strong organizational and time management skills, able to move from one task to another without impacting project progress.
  • Capable of meeting deadlines with minimal supervision
  • Driven, self-motivated, and goal oriented.
  • Ability to work independently or as a team member.
  • Great attention to detail

We look forward to speaking with you and learning about all that you have to offer!

Equal Employment Opportunity Employer

Segpay is an equal opportunity employer and is committed to fostering a diverse, inclusive workplace. We consider all qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by applicable federal, state, or local laws.