Job Description
Job DescriptionWe are looking for an experienced Senior Customer Service Representative to join our team in Atlanta, Georgia. This is a long-term contract position where you will play a key role in delivering outstanding service to both merchants and end customers. If you thrive in a fast-paced environment and enjoy solving challenges while maintaining high standards of professionalism, we encourage you to apply.
Responsibilities:
• Serve as the primary point of contact for merchants and end customers, handling inquiries and providing exceptional support.
• Conduct onboarding and training sessions for merchants on internal platforms to ensure seamless adoption.
• Troubleshoot basic technical issues related to merchant accounts and transactions, offering step-by-step guidance and solutions.
• Monitor and meet key performance indicators (KPIs) while completing daily tasks with efficiency and accuracy.
• Adhere to service level agreements (SLAs), escalating complex issues to appropriate teams when necessary.
• Collaborate with leadership to refine service processes and develop best practice procedures.
• Investigate recurring issues to identify root causes and implement effective resolutions.
• Contribute to the evaluation and enhancement of service quality for both internal teams and external clients.
• Manage complex customer interactions, resolving high-priority concerns and ensuring an excellent overall experience.• Proven experience in a client-facing role, delivering top-tier customer service.
• Strong analytical and problem-solving abilities, with a history of resolving issues and improving service.
• Familiarity with basic technical support or troubleshooting processes is preferred.
• Ability to work collaboratively within a team and with leadership to address challenges and drive improvements.
• Excellent written and verbal communication skills.
• A proactive attitude with the ability to handle a high-volume workload effectively.
• Team-oriented mindset and commitment to fostering a positive work environment.