Customer Service Associate Needed

Every day, Dolphin Merchant Service makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work to support and serve entrepreneurs and bring your expertise to a dynamic team, then Dolphin Merchant Service is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can accomplish together. The job location is in Elk Grove Village.

Job Summary

Responds to customer inquiries via telephone, email, and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications. Update content on social media and online presence on direction of operation team. Update online stores with products and keep items up-to date with inventory referencing quickbooks.

Duties and Responsibilities

• Process new application and resolves open tickets, and finds solution's for pending tickets. Follow up on than existing account related requests and inquiries (new account activation, account maintenance, fund and chargebacks, PCI surveys, payments, revisions to existing accounts files, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for customers/agents and are capable of working in various other calls and clients. Provide more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enter required data into client provided systems and databases. Determine most reasons for customer issues using a client provided decision tree and escalate or refer unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution.
• Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve merchants inquiries.
• Update potential customer information in our CRM system
• Creating invoices in an electronic environment; monitor and make changes for many special and varied billing arrangements
• Troubleshoot and respond to customer and internal questions regarding merchant POS (point of sale) processing
• Follow communication “scripts” when handling different topics for reference guide and best practices.
• Build sustainable relationships and engage customers by taking the extra mile
• Frequently attend trainings to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets, Meet strict daily deadlines while insuring accuracy
• Independently and responsively communicate with management and customers to effectively assist and resolve issues, both pricing and reconciliations
• Maintain metric goals, communicate issues, concerns and suggestions effectively
• Contribute to team effort by accomplishing related results as needed
• Participate in servicing, growing and retaining the customer portfolio.
• Assist and educate new and existing customers on available servicing technology which includes online portals and mobile technology.
• Resolve customer issues with tact and diplomacy.
• May be responsible for opening and closing the office as needed.
• Participate in outbound calling and other sales related activities.

Requirements and Qualifications

• Professional and clear communication skills - verbal and written Ability to quickly learn and adapt to changing technology and priorities
• Postsecondary degree in business or marketing a plus
• High school diploma or GED certificate
• Self-starter, attention to detail, well-organized, and strong problem-solving abilities
• Ability to adapt in a growing and diverse environment
• Ability to work effectively on a team, independently, and collaborate with other departments
• Proficient computer skills
• One year of Merchant Services Industry experience required
• B2B experience required

Compensation & Benefits:

• Full-Time employment
• Aggressive commission and monthly bonus structure with base pay
• Health benefits
• Training and career growth opportunity
• 36k to 48k income on OTE

COVID-19 Precaution(s):

• Temperature screenings
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

Dolphin Merchant Service is an equal opportunity employer. Dolphin Merchant Service provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Except where prohibited by state law, will give preference to candidates fully vaccinated against COVID-19. Team members are considered fully vaccinated after completing both primary vaccinations, if applicable, and after the requisite amount of time set by health authorities. s provides reasonable accommodations for medical or religious reasons or any other legally required reasons.

Job Type: Full-time

Pay: $36,000.00 - $48,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Elk Grove Village, IL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• B2B sales: 1 year (Required)
• merchant service: 1 year (Required)

Work Location: In person

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