Client Experience Specialist - Charlotte, NC

We are looking for a motivated self starter to strive for excellence in the merchant service industry.

We value team players and client-conscience individuals who want to make a difference for businesses by providing them the best in financial technology products and services.

Quite simply, Allegiance helps businesses to get paid. We remove friction from the payment process so business leaders can focus on what they do best… Building their business, not their back offices. And we are growing our team that sells Allegiance’s value.

As a Client Experience Specialist you will need to effectively answer and resolve customer service and terminal support inquiries from both merchants and partners. This is a B2B customer support role and the ideal candidate will have an excellent track record of providing exceptional customer service to internal and external customers. Daily customer support inquiries include, but are not limited to general customer service, terminal support, billing and statement questions, rate analysis, batch verification, terminal troubleshooting, file builds, downloads, various POS hardware and software solutions. Actively support customers by participating in outbound call campaigns and non-phone related tasks, special projects, and other support activities as required.

OPPORTUNITIES & BENEFITS

Allegiance Merchant Services is a rapidly growing company, and we are constantly adding creating new opportunities for our employees and the company as a whole. Along with growth opportunities we offer:

• Exceptional training and coaching from internal management and third party training resources
• FREE health insurance option for employees with opportunity to add family members
• 401(k) plan
• Paid vacation, holidays, and sick days
• Recession-proof industry
• Work hard, play hard environment in the heart of PLAZA MIDWOOD

RESPONSIBILITIES

• Ensure accurate and timely entry of merchant applications
• Work with the sales representative, business owner or partner to resolve pending issues.
• Identify and resolve customer service and terminal support incoming phone calls and email.
• Assist customers in setting up their Allegiance Merchant Services solutions.
• Educate merchants on products & services supported by Allegiance.
• Accurately record and track all merchant related calls into CRM and ticket management system.
• Educate merchants on online tools and other resources to optimize their business.
• Create and Update Daily/Weekly/Monthly reporting
• Perform Outbound Calls for various campaigns and courtesy calls
• Account Updates & Maintenance
• Create / Maintain and Update Department SOP’s
• Assist sales team with equipment, gateway, and software installations.
• Properly track productivity and meet monthly with manager to review and discuss progress.
• Support team in maintaining SLAs for the department.

SKILLS & QUALIFICATIONS

• Bachelor’s Degree preferred or comparable experience.
• Strong data entry skills.
• Excellent organizational and communication skills.
• Must possess a good technical aptitude and ability to multi-task.
• Team player, good interpersonal skills with a high degree of initiative.
• Ability to participate in rotational on-call responsibilities.
• Knack for thriving in a fast-paced, multi-tasking environment
• Willingness to grow and expand duties and assist where needed.
• Ability to work independently and as part of a team.
• Winning Attitude is a must!!!

EQUAL EMPLOYMENT OPPORTUNITY

It is the policy of Allegiance to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.