Merchant Customer Support Representative Level 1

Evolv | Newburgh, IN (On-site)

Schedule: Monday-Friday 7:00am -4:00pm

About Evolv

Evolv has been a trusted partner for over 25 years, delivering comprehensive merchant services solutions to businesses nationwide. Our commitment to excellence and customer satisfaction has positioned us as a leader in the payments industry.

We provide an all-in-one solution for merchants, including:

• Credit and debit card processing
• ACH/payment solutions
• Website development, e-commerce, and SEO

Through partnerships with financial institutions, associations, technology providers, and independent sales organizations, Evolv ensures merchants receive best-in-class service tailored to their business needs.

Position Summary

The Merchant Customer Support Representative (Level 1) serves as a frontline resource for merchant clients, providing support across billing, funding, transaction research, and account maintenance.

This role requires strong problem-solving skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely resolutions. Representatives are expected to manage inbound communication, maintain SLAs, and support internal teams while ensuring a high-quality merchant experience.

This role is best suited for individuals who thrive in a detail-oriented, fast-paced environment and take ownership of resolving complex merchant issues.

Key Responsibilities

• Handle inbound merchant inquiries via phone, email, and shared inboxes
• Respond to all inquiries within 24-hour SLA expectations
• Research and resolve issues related to billing, transactions, and deposits
• Utilize multiple systems for research, ticket submission, and tracking
• Create, manage, and resolve CRM tickets
• Review statements and explain findings to merchants
• Audit closed accounts and ensure full closure
• Review and adjust pricing on approved accounts
• Maintain inbox organization and SLA adherence
• Participate in ongoing training
• Support additional operational tasks

Qualifications

• Minimum 2 years customer service experience
• Strong analytical and problem-solving skills
• Effective communication skills
• High attention to detail

Technical Skills

• Microsoft Office proficiency
• CRM/ticketing experience
• Multi-system navigation
• 30 WPM typing
• Dual monitor experience preferred

Core Competencies

• Customer-focused mindset
• Organization and adaptability
• Proactive problem-solving

Growth & Development

Opportunities for advancement into higher-level operational roles.

Compensation & Benefits

• $17–$22/hour
• 401(k) match
• Medical, dental, vision
• PTO
• Training & development
• Company events

Schedule & Location

Monday–Friday, 8–5 CST

10999 Stahl Rd., Newburgh, IN

Additional Requirements

• Background check
• Reliable transportation