Customer Service Specialist

Russell Tobin is seeking a Customer Service Specialist to provide high quality customer service to merchants. The role involves responding to inquiries, troubleshooting issues related to Merchant Credit Card processing, and communicating policies to merchants.

Responsibilities:

• Provides high quality customer service to merchants by responding to inquiries regarding the support of Merchant Credit Card processing as well as other areas as assigned
• Responds to telephone inquiries, requests and problems from merchants
• Troubleshoots, diagnoses and provides merchants with solutions to resolve problems with service, authorization and credit card processing terminals
• Communicates applicable policies, procedures and practices to merchants
• Requests exceptions to policies and procedures on behalf of merchant as appropriate, within established limits

Requirements:

• High school diploma or equivalent
• Typically at least six months of customer service experience
• Effective telephone, interpersonal and verbal communication skills
• Good problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Ability to identify and resolve/escalate complex problems
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Proven commitment to high quality customer service
• Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service