About the role:

As a Customer Support Representative, you will be responsible for interacting with customers (merchants), Independent Sales Organizations, (ISO's), Independent Business Analysts (IBA's), Sales Agents, Alliance Partners and vendors on behalf of EVO Payments, Inc. This position is also responsible for providing information about products and services, answers billing questions, researching caller complaints, and providing Tier 1 support for equipment related inquiries. This position also plays an important role in establishing and maintaining the company's reputation by maintaining professionalism at all times.

Be a part of a team where you will:

• Confer with merchants, ISO’s, IBA’s, Sales Agents, Alliance Partners, Vendors and Internal Departments by telephone in order to provide information pertaining to account inquiries, products and services or to obtain details of complaints
• Keep records within EVO CRM's of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Research customers' service or billing complaints to determine what action needs to be taken to resolve their issues
• Check to ensure that appropriate changes were made to resolve customers' problems
• Refer unresolved customer grievances to designated departments for further investigation
• Determine charges for services requested and explain deposits, refunds, and or payments
• Identify opportunities for potential sales leads and upsells on products and services
• Recommend improvements in products, service, or billing methods and procedures in order to prevent future problems
• Maintain work queue and completing work items that are assigned within a timely manner
• Initiate outbound calls to customers that may require follow up for additional research with escalated cases
• Review and respond to incoming emails within a timely manner
• Navigate through Front-End and Back-End systems to research accounts
• Access and understand account information, billing information, transaction records, terminal details, and any associated account profiles
• Access and handle documents with sensitive information, in accordance with company policy
• Identify and escalate caller complaints to the appropriate escalation groups
• Use scripts as addressed by management to assist with call handling and reporting
• Understand Net Promoter Score metrics to achieve the positive response rate from merchants pertaining to Customer Satisfaction Surveys
• Maintain time management (i.e. clocking in/out)
• Complete job related projects and additional duties as assigned by management staff

About you:

• 2+ years of Customer Service experience (preferred)
• High School diploma or equivalent
• Strong verbal communication and active listening skills
• Customer orientation and ability to adapt/respond to different types of characters
• Problem solving and basic analytical skills
• Ability to multi-task, prioritize, and manage time effectively
• Basic understanding of CRM systems and practices
• Basic computer skills (i.e. navigating windows applications)
• Basic knowledge of MS Office applications (Outlook, Excel, Word)
• All applicants must pass a drug test, background check, and credit evaluation

What can EVO do for you?

• Own your destiny with a worldwide payments industry leader where you can learn, grow, and advance
  
• Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts, Legal Shield & ID Theft, and a wide range of insurance options (critical illness, accident, hospital indemnity and pet)
• Thrive in a collaborative culture that supports innovation

Our people are the key to our success. Our commitment is to build a diverse, safe, and resilient culture that evolves with the needs of our people and the communities in which we operate. We are dedicated to creating a workspace environment that provides a sense of purpose for our people and supports each of us to learn, develop, and reach our full potential. Our culture and values are grounded in service, integrity, diversity, teamwork, and taking ownership of our actions and reputation.

Disclaimer

The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.

EVO Payments Inc. is an equal opportunity employer committed to the hiring, advancement, and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.