Premier Merchant Support Representative

Date: 06-Aug-2022

Location: Irvine, CA, US, 92612

Company: Paysafe

About Paysafe Group

Paysafe Group (Paysafe) is a leading global provider of end-to-end payment solutions. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, card issuing and online cash solutions.  With over 20 years of online payment experience, an annualized transactional volume of over US $80 billion, and approximately 3,000 employees located in 12+ global locations, Paysafe connects businesses and consumers across 200 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments.

 

Overview

 

The Premier Merchant Support Representative will oversee, manage, and communicate with assigned customers on a consistent and ongoing basis through all aspects of their processing account to ensure customer satisfaction; the representative will be the customer’s main contact with Paysafe post onboarding.

 

The Premier Merchant Support Representative is expected to fully comprehend and have an extensive understanding of all functions within the support team as well as other internal departments. Additionally, this position requires extensive knowledge of processor statements and reporting, profound industry experience, excellent rapport with staff and customers as well as driving performance to meet customer satisfaction.

 

Key Responsibilities

 

  • Manages a list of clients/agents ensuring consistent and pro-active communication, including a resolution to all monetary related questions as they relate to merchants and their accounts.
  • Builds on-going relationships with selected clients, providing superior customer service and support.
  • Supports, educates, and trains clients with new product offerings and demonstrates a deep understanding and broad knowledge of customer relationship management (CRM) systems, online portals, and merchant pricing.
  • Develops a trusted advisor relationship with client contacts and builds a service plan to achieve client expectations.
  • Comprehensive understanding of the company and internal department roles, policies, procedures, and functions.
  • Meets customer needs and maintain a loyalty relationship by acting as a liaison between billing, customer service, technical support, and any other internal needs to resolve issues timely and effectively.
  • Stays engaged with customers to deepen and widen relationships and recognize new opportunities through regular proactive communication.
  • Alerts management of unusual, at-risk situations or escalations.
  • Responsible for overall client retention and quality service standards.
  • Retrieves and analyzes tickets and historical correspondence to ensure client concerns are addressed and satisfaction is met in a timely and professional manner.
  • Research items and transactions of the merchants’ processing history and reconcile that data with various reports and documents.
  • Develops and delivers superior and consistent account management.
  • Ensures the overall satisfaction of assigned accounts.
  • Assist the Merchant Support team with complex/advanced inquiries.
  • Maintains appropriate and constant communication with assigned clientele.

 

Required Skills 

 

  • Excellent analytical and problem-solving skills, with a technical aptitude.
  • Positive attitude, energetic approach, and self-motivation.
  • Excellent communication and interpersonal skills.
  • High-performance orientation: has a “raise the bar” mentality, constantly striving to reach new levels of performance.
  • Well organized with a high level of attention to detail.
  • Ability to work in a fast-paced, team-oriented environment to achieve business goals.
  • Stays up to date on industry and management trends.

 

Qualifications

 

  • GED required, Bachelors’ Degree, highly preferred
  • 2+ years of client support experience, required
  • Payment’s industry knowledge and experience, preferred
  • Able to work effectively and efficiently with professionals who have varying degrees of product and technical proficiency
  • Proficient to advanced Microsoft Office and Windows based application skills
  • Prior customer relations experience within a call center and financial services environment
  • Account management experience preferred
  • Extensive knowledge of all relevant programs
  • Strong record of achievement in a culturally diverse organization
  • Demonstrates progression in work experience within single or multiple organizations

  

Equal Employment Opportunity

 

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment.  If you need any reasonable adjustments, please let us know.  We will be happy to help and look forward to hearing from you.


Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles