Customer Care Representative

A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. Elavon is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description

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.

This role will be remote, and training will be remote. The working hours will be required to work in EASTERN Time Zone.

Basic Qualifications
– High school diploma or equivalent
– Six months to one year of customer service experience

Preferred Skills/Experience
– Basic knowledge of products, services, problem resolution practices and procedures, applicable regulations, systems and procedures
– Excellent 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 keyboard and computer skills, especially 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

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law