Job Description

About the Role A leading, established merchant services and payment processing provider is seeking a high-energy, resilient Customer Service Representative to join its fast-paced operations team. This is a high-volume, performance-driven position combining dedicated B2B client support with targeted upsell and cross-sell opportunities. You will manage 150+ inbound and outbound interactions per day, assisting established commercial accounts with electronic payment systems, POS terminals, fee schedules, and account optimization.

The ideal candidate thrives in a high-tempo environment, maintains composure under pressure, and actively identifies value-add revenue opportunities during standard service workflows.

Key Responsibilities

• Manage Call Volume: Field 150+ inbound and outbound calls daily, resolving merchant inquiries efficiently while maintaining low average handle times.
• Technical & Account Support: Support business owners with POS hardware troubleshooting, payment gateway configurations, billing statement reviews, and fee structure inquiries.
• Drive Ancillary Revenue: Identify account upgrade opportunities—including value-added services, expedited funding programs, terminal upgrades, and advanced payment tools—to earn uncapped commission.
• Merchant Retention: Mitigate attrition and account cancellations through proactive issue resolution, clear billing explanations, and strategic retention offerings.
• Data Logging & Compliance: Accurately document all client interactions, updates, and case statuses within the internal CRM system in real time.

Qualifications & Requirements

• Call Center Experience: 1–2+ years of experience handling heavy daily phone volume (100+ calls/day preferred).
• Industry Knowledge (Strong Plus): Background in merchant acquiring, payment processing, POS hardware/software, or commercial financial services.
• Revenue Mindset: Demonstrated ability to transition routine customer inquiries into sales and upgrade conversations.
• Technical Aptitude: Proficiency navigating CRM databases, virtual payment gateways, and multi-line VoIP systems.
• Communication & Resilience: Strong verbal communication skills and the stamina to maintain professionalism across back-to-back client interactions.

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