What are the responsibilities and job description for the Customer Support Specialist position at EVOLV INC DBA APPROVAL PAYMENT SOLUTIONS?
Job Title: Customer Support Specialist
Reports To: Director of Operations
Schedule: Monday-Friday
Employment Type: Full-Time Non Exempt In office only
About Evolv
Evolv has been a trusted partner for over 25 years, providing merchants with comprehensive merchant services solutions. Our dedication to excellence and commitment to customer satisfaction have made us a leader in the industry. Evolv strives to provide all-in-one services to merchants by offering the following services: credit/debit card processing, ACH, website development with e-commerce and search engine optimization. By partnering with Financial Institutions, associations, tech/software vendors and independent sales groups, we ensure our clientele receives the best services for their business needs.
Customer Service Experience Level 1
The ideal candidate for this role should have a minimum of 2 years of experience in customer service, providing exceptional support and assistance to customers. Prior financial services experience is preferred. A passion for problem-solving and the ability to communicate effectively over the phone and through email are essential skills for this position. Computer and technical skills are necessary for multiple third-party websites to conduct research, submit tickets, and for tracking ticket resolutions. Research items vary, but traditionally include locating transactional data, performing reconciliation for month-end billing statements, and locating deposit details.
Candidates should show interest in furthering their education and continuous learning as the Merchant Services industry is ever-changing. Growth opportunities are made available to applicants showing willingness and aptitude and who excel within their current role.
Duties and Responsibilities
- Assist customers with billing, statement, and transaction-related inquiries
- Analyze and resolve customer problems within set time frames
- Handle inbound customer service emails and calls
- Utilize various software and web-based systems for research and ticket submissions
- Assist with providing responses from the Customer Service shared inbox, responses to be provided within 24 hours.
- Maintain your personal inbox, responses to be provided within 24 hours.
- Participate in product and services training
- Assess merchant processing statements and review them with clients
- Create, manage and resolve CRM tickets
- Audit closed accounts to ensure all services are ceased and the account is fully closed
- Review and adjust pricing on approved merchant accounts
- Other assigned duties
Skills
- Typing proficiency of at least 30 WPM
- Experience with dual monitors
- Strong problem-solving abilities
- Effective communication (email, phone and interpersonal)
- Analytical, organized and proactive
- Ability to adapt to change and work in a fast-paced environment
- Knowledge of PC/Windows/Internet technologies
- Experience with MS Outlook, Word and Excel
- Quick learner of customized software/web-based solutions
- Prior CRM experience
Qualifications
- Minimum two years of customer service experience
- Ability to pass background screening
- Reliable transportation
Shift and Work Setting
8-hour shift 8-5 PM CST, M-F, Full-time
In-person at our office, located at:
Evolv, 10999 Stahl Rd., Newburgh, IN 47630
Benefits
- 401(K) matching
- Medical, Dental and Vision Insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Internal training system for extended learning
- Convenient location near highways
- Business casual dress code
- Annual Sales Summit
- Frequent luncheons and Holiday celebrations