Client Success Representative

REVERE PAYMENTS | Las Vegas, NV, United States

Posted Date 9/10/2022
Description

 

A Client Success representative, is the potential first line of support for Metrics Global and Revere Payments and our clients, ensuring outstanding customer service and client satisfaction. Duties and responsibilities not exclusively include:

 

  • Receive incoming calls from merchant customers while maintaining proper SLA and customer satisfaction levels
  • Monitor customer support email tickets in CRM ticketing system and following up on questions/concerns of merchants or client partners
  • Assist and resolve issues to retain merchant through one call resolution best practices
  • Escalate internally to technical support or onboarding/integration support as necessary
  • Assist merchant customers in technical issues, advanced pricing and interchange, refunds or chargebacks, system access, terminal training, and all general questions
  • Equipment diagnosis and deployment of new equipment if necessary
  • Secondary follow-up to merchant customers a few days after initial call and resolution was given, to ensure merchant satisfaction
  • Enter merchant conversations into tracking system creating a documentation log of customer interaction, what was discussed and how it was resolved
  • Maintain working knowledge of systems used to support merchants such as products, back-end systems, gateways, terminals, etc.
  • As necessary, perform merchant outreach to assist in compliance with appropriate regulatory and card brand updated requirements
  • Proactively place outbound retention calls to potential merchant customers that are identified as attrition candidates

 

Measurements/KPIs:

  • Speed response to inquiries
  • Calls and questions answered on first contact
  • Effective use of tracking system
  • # of secondary outbound follow up calls made
  • # of outbound retention contacts made

Requirements:

  • 2 years customer service experience
  • Proficient in MS Word, Excel and Power Point
  • CRM documentation experience, inputting leads, call tickets and resolutions

Salary and medical, dental and vision benefits

 

Salary40000.00 - 52000.00 Annual
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