What are the responsibilities and job description for the Customer Service Specialist position at Velocity Merchant Services?
Merchant Services Customer Service Specialist
Pay: $18.00 – $22.00 per hour
Job Type: Full-time
Schedule: Monday–Friday, 8am-4:30pm
Date Posted:
About Us
Velocity Merchant Services (VMS) has proudly supported small businesses for over 20 years. Founded on strong values and a commitment to exceptional service, VMS delivers secure, affordable, and easy-to-use electronic payment solutions to new and growing merchants nationwide.
Position Summary
We are seeking a bilingual, tech-savvy Customer Service Specialist who is a strong multitasker with excellent attention to detail and exceptional follow-up skills. The ideal candidate is a quick learner who thrives in a fast-paced environment and is comfortable handling both customer service and sales-related responsibilities.
This role involves managing inbound and outbound calls, resolving account-related inquiries, and educating clients on our products and services. Strong communication, problem-solving, and relationship-building skills are essential.
Key Responsibilities
- Handle inbound and outbound client calls regarding account and service inquiries
- Update and maintain accurate customer account information
- Set clear expectations for products, services, and program benefits
- Collaborate with sales teams and management to support merchant needs and improve the overall customer experience
- Coordinate with various internal departments as part of the sales and service strategy
- Upsell solutions based on client needs and business objectives
- Maintain detailed customer records and documentation
- Identify, assess, and resolve product or service issues by determining root causes and delivering timely solutions
- Follow up consistently to ensure client satisfaction and issue resolution
- Respond quickly and effectively to objections to support client retention
Qualifications
- Bilingual (required)
- Tech savvy with the ability to learn new systems quickly
- Detail-oriented with strong multitasking and follow-up skills
- Strong decision-making and problem-solving abilities
- Excellent written and verbal communication skills
- Ability to handle pressure, maintain professionalism, and remain solution-focused
- Bachelor’s degree or equivalent work experience preferred
- Call center experience, especially within merchant services, is highly preferred
- Ability to analyze data and provide meaningful recommendations
- Proficiency with PC tools and Microsoft Office (Word, Excel, Outlook, Salesforce); willingness to learn CRM software
- Ability to thrive in a fun, supportive, and high-energy environment
- Must be able to work full-time during scheduled hours
What We’re Looking For:
- Strong communication skills and phone presence
- Enthusiasm, resilience, and competitive energy
- Someone who can take coaching and hit goals without hand-holding
- Must be local—we are in-office and end our day at 4:30 PM
- No weekends ever
Benefits
- 401(k)
- 401(k) matching
- Health insurance
- Dental insurance
- Life insurance
- Paid time off
- Commission pay
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Language:
- Spanish (Required)
Work Location: In person
Salary : $18 - $22