Customer Care Representative

Summary:

Customer Care Representatives are responsible for providing support to all iATS clients, partners, cardholders, and financial institutions.

 

Duties and Responsibilities:

  • Manage the Customer Care telephone queue of client and cardholder inquiries
  • Communicate with Partners and financial institutions (acquirers) to resolve client issues
  • Use acquirer tools & online systems to gather information required to resolve issues
  • Assist Clients with their day to day activities related to their iATS Merchant Account including but not limited to:
    • Reconciliation
    • Reporting
    • Product Inquiries and Troubleshooting
    • Address, Contact and Bank Account Information Changes
  • Maintain positive, friendly and motivated environment within the team while adapting to changing business needs
  • Escalate and communicate client issues as required to management
  • Commit to a scheduled environment including early mornings, stat holidays and Saturdays
  • Contribute ideas to better resolve problems, serve customers and improve productivity
  • Provide backup assistance during the absence of the E-Care Representative

Qualifications:

  • Excellent written, oral and interpersonal communication skills
  • Ability to accurately answer client questions about the iATS product and services
  • Possess strong problem solving skills
  • Ready to work in an environment where deadlines are a priority and handling multiple tasks simultaneously is normal
  • Knowledge of Microsoft Office is an asset
  • Strong familiarity with, or interest in, the nonprofit community is a plus 

 

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