MERCHANT SUPPORT SPECIALIST - NXGEN

MERCHANT SUPPORT SPECIALIST

This position is in equal parts: customer retention, account support, training, communications, quality assurance, sales, and technical support. Position reports to the Sales Operations Manager. Success in this position requires a team player who is ambitious, flexible, and professional.

 ROLES AND RESPONSIBILITIES

Job Title: Client Services Specialist

Department: NXGEN Global Client Services

Schedule: Monday-Friday, 8-5

Location: Whitefish, MT

Day-to-Day Responsibilities:

  • Companywide & team meetings
  • Customer education
  • Learned knowledge of products, pricing, and policies
  • Timely follow-up
  • Meet deadlines

New and Existing Merchant Account Support:

  • Ongoing technical support (Tier 1&2)
  • Account maintenance
  • Process post-approval forms as needed
  • Communication campaigns
  • PCI Compliance support and training
  • Initial Boarding Verification/FDD
  • Answer and/or facilitate billing/statement questions
  • Manage disputes and related refunds
  • Closures and related refunds
  • Special project management
  • Other duties as assigned
  • Upselling and checkings with existing and new merchants
  • Rate reviews for new and House accounts

Required of All Areas:

  • High School diploma, or Associate’s or Bachelor’s degree
  • Minimum 2 years of experience in customer service, sales, or related field
  • Needs Based Sales approach
  • “Team Player” who collaborates with colleagues and management for overall positive experience
  • Professional speech, communications, dress, and inter-personal relationships
  • Meet SLAs
  • Interdepartmental cross-training
  • Answer client inquiries in a timely and professional manner
  • Follow up with merchants, sales agents, and colleagues
  • Excellent communication skills including written, in-person, and telephone etiquette
  • Strong computer skills: MS Excel, Word, and Power Point, PC, Google Drive, research, email
  • Ability to learn and navigate multiple CRM and SAAS tools
  • Create weekly reports summarizing completed and on-going project progress as requested
  • Confidentiality of customer and company information
  • Team based development of procedural/training documents
  • Ability to manage multiple tasks, detail oriented, and accountable
  • Collaborate and identify short and long-term teamwork and projects
  • Excellent time management, and relationship management, both inside and outside the department
  • Participation and contribution in training, presentations, and documentation for new agents and colleagues
  • Collaborate with Agent Support team in identifying customer education needs
  • Collaborate with Agent Support team to identify areas of needed increased job knowledge across department
  • French/Spanish language skills a plus
  • Other duties as assigned

Resumes can be submitted to Fabienne Nitopi at fnitopi@nxgen.com

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