Client Services Representative I (Team Clarus)

Job Summary:

The Client Services Representative position serves as a liaison between our company and our clients by handling inbound technical support-related customer service calls. This position is responsible for triaging technical issues with our clients, working quickly to identify the issue, and providing viable resolutions that meet the needs of our clients.

Duties and Responsibilities:

• Positive, Can Do Attitude
• Manage large amounts of inbound and outbound calls in a timely manner
• Manage inbound inquiries via email and helpdesk tickets
• Communicate with clients in a calm, professional manner
• Ability to quickly identify clients’ needs and provide viable resolutions
• Must be computer savvy and able to navigate various computer platforms and sites with a keen attention to detail
• Seize opportunities to present additional products and services to extend company value when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Support process change initiatives as directed by management
• Frequently attend educational trainings to improve knowledge and performance level
• Meet personal and team qualitative and quantitative targets
• Responsible for maintaining KPI’s such as email and ticket response times
• Ensure adherence to company policies and procedures
• Monitor and report PCI compliance performance of customers to management
• Investigate and facilitate resolution of risk alerts and funding holds between processor risk department and customer

Minimum Requirements:

• High School Diploma or equivalent
• 3 year minimum inbound/outbound call center experience
• Bi-Lingual (Spanish) highly desirable
• 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.
• Must be available to rotate into schedule as needed for Saturday coverage
• Must be available to rotate into after-hours schedule (Friday, Saturday and Sunday) *

Competencies:

• Customer Service – Manage difficult or emotional client situations with empathy and compassion; Respond promptly to client’s needs; Solicit customer feedback to improve service levels; Respond timely to 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

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. The employee must frequently lift and or move up to 20 pounds, stretch and perform other physical exertion to move equipment and/or supplies. 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. Should you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us and we will be happy to help.

EEO is the Law | E-Verify

This description reflects managements’ assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned with or without notice.