What are the responsibilities and job description for the Customer Support Representative - Payments & Accounts position at Springbrook Holding Company LLC?
Why Springbrook:
Xpress Bill Pay (a Springbrook Software company) is an online nationwide company that provides fast, secure, and convenient online bill payment solutions. Founded in 2005 and located in American Fork, Utah, Xpress Bill Pay has developed an innovative web-based online payment system. This system makes it easy for large and small organizations to offer online bill payment to their customers via credit cards, debit cards or electronic fund transfers. The Company is fast growing with over one million registered users. We also offer accounting software that enables our payment portal to connect to our customers' in-house accounting software.
We offer employees a culture that emphasizes performance, productivity, and collaboration. You will be empowered and engaged working with like-minded individuals who are driven and passionate about contributing to a market-leading software organization with proven technology.
If you are motivated by the idea of delivering on the promise of solving for a new era of more efficient, open, and innovative governance and the opportunity to join an organization that provides a solid career path and promotions from within, then we'd love to hear from you.
Where you fit:
The Customer Support Representative serves as the primary point of contact for customers needing assistance with products, services, and system-related inquiries. This role focuses on delivering accurate, timely, and professional support while maintaining a strong customer experience. Specialists are expected to troubleshoot issues, document findings, collaborate across teams, and contribute to continuous improvement of support processes.
This position is not eligible for remote work. Because of Payment Card Industry (PCI) Standards we require candidates in office at 108 South 700 East, American Fork, Utah.
Bilingual (English/Spanish) skills are preferred.
Responsibilities:
- Respond to customer queries in a timely and accurate way, via phone or email, adhering to Xpress Bill Pay policies and best practices.
- Provide front-line support to customers via phone, email, and ticketing systems.
- Troubleshoot and resolve account, payment, and system-related issues with accuracy and professionalism.
- Help customers set up accounts online through the XBP website and direct them to self-service tools.
- Document all customer interactions and resolutions clearly and thoroughly in the ticketing system.
- Identify root causes for each client case and escalate when appropriate.
- Ensure all customer interactions are handled with empathy, clarity, and efficiency.
- Update our internal knowledge base with information about technical issues, internal processes, and useful discussions with customers.
- Identify opportunities to improve workflows, tools, and provide feedback on system limitations.
- Adhere to and maintain awareness of Xpress Bill Pay policies, data security standards, and compliance requirements.
- Report any security incident or suspected security incident to the Xpress Bill Pay Incident Response Team.
- Continuously deepen knowledge of the XBP system through our in-house training program.
Required Qualifications:
- One-three years' experience providing customer support via phone and email.
- Strong verbal and written communication skills.
- Demonstrated problem-solving and analytical abilities.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Proficiency with ticketing systems, CRM tools, and basic office software.
Preferred Qualifications:
- Bilingual (Spanish/English).
- Understanding and experience working in the Payments area.
- Strong collaboration and ability to work in a team environment.
- Prior experience working in a municipal/local government, water billing, or electric billing agency is a plus.
Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered).
Springbrook Software is an Equal Opportunity Employer. Springbrook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.