Customer Service Rep

We are seeking a Merchant Terminal Support Customer Service Representative (CSR) to provide exceptional support to merchants by assisting with credit card processing terminals, payment processing inquiries, and account-related issues. The ideal candidate will have strong customer service and troubleshooting skills, the ability to resolve technical issues over the phone, and a commitment to delivering an excellent customer experience.

Key Responsibilities

• Provide customer support to merchants regarding credit card processing terminals and payment services.
• Respond to inbound customer calls, inquiries, and service requests in a professional and timely manner.
• Troubleshoot, diagnose, and resolve issues related to payment terminals, authorizations, and transaction processing.
• Guide merchants through problem resolution and recommend appropriate solutions.
• Explain company policies, procedures, and service guidelines to merchants.
• Escalate complex issues and request policy exceptions when appropriate.
• Document customer interactions and maintain accurate account records.
• Collaborate with internal teams to ensure timely issue resolution.
• Meet quality, productivity, and customer satisfaction standards.

Required Qualifications

• High School Diploma or equivalent.
• At least 6 months of customer service or call center experience.
• Strong verbal communication and active listening skills.
• Excellent customer service and problem-solving abilities.
• Basic computer proficiency, including Microsoft Office and data entry.
• Ability to multitask in a fast-paced environment.
• Strong organizational and time management skills.

Preferred Skills

• Experience supporting merchant services or payment processing.
• Knowledge of credit card processing terminals or POS systems.
• Experience troubleshooting technical issues over the phone.
• Ability to de-escalate difficult customer situations professionally.
• Previous banking, financial services, or technical customer support experience.
• Customer service call center environment supporting merchants.
• Frequent inbound phone support with a focus on troubleshooting and issue resolution.
• Collaborative, team-oriented environment focused on delivering high-quality customer service.