Client Care Associate

Position Description: 

The Client Care Associate will be part of our Client Care Acceptance Support team responsible for servicing the needs of our Authorize.net merchants and partners with their payment gateway account along with supporting internal representatives.

Specific Responsibilities will Include: 

• Handle all inbound client interaction through voice, live chat, email and support case channels
• Skilled to resolve problems and answer general merchant questions related to billing, transactions, account management, website integration, connectivity methods and other technical issues
• In addition, skilled to also resolve problems and answer questions related to eCheck, advanced Integration, merchant support from strategic partners, and servicing partners that sell Authorize.net
• Skilled to resolve problems and answer questions related to merchant retention and acquiring
• Merchant Acquiring interactions consist of:
  • Billing inquiries
  • Credit card and eCheck funding concerns
  • Credit card and eCheck limit increases
  • Statement and reconciliation support
  • General account updates 
• Merchant Retention interactions consist of:
  • Educating merchants on the benefits of Authorize.Net and if necessary, negotiate fees, review acquiring options and make offers to save business as applicable 
  • Implement account saving techniques and solutions
  • Handle all data extractions requests by phone and case creation to proactively boost merchant loyalty. 
  • Support loyalty initiatives from Sales department
• In addition, skilled to provide support to representatives by answering complex questions, and taking escalated situations that required critical thinking, compromise and ability to make decisions
• Commitment to the client experience by delivering results based on client feedback measuring Net Promoter Score, Customer Satisfaction Rates and First Contact Resolution
• Ability to deliver results with operational efficiency (Case duration)
• Utilize Microsoft Dynamics (CRM) to manage all cases to completion by thoroughly documenting and proactively managing each case from creation to resolution
• Demonstrates effective leadership by Obsessing about Customers, Execute with Excellence, Collaborate and Lead Courageously.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.​