Customer Care Representative

Job Description

We are seeking a motivated Customer Care Representative to join our growing team.  You will play a pivotal role in ensuring that our clients receive exceptional support and assistance with their payment processing needs as they relate to onboarding, reconciliation, risk, terminal ordering and troubleshooting.  You will serve on a team responsible for frontline ticket support between our company and our valued customers, providing timely and effective solutions to their inquiries and technical support needs.

Responsibilities

• Proactively demonstrate a superior customer service approach both on the phone and through written correspondence.
• Master a working knowledge of multiple processes and support platforms simultaneously.
• Accurately and thoroughly document customer messages, phone calls, chats and e-mail using our support system.
• Understand, Identify and execute upon customer inquiries related to onboarding, reconciliation, risk and terminal troubleshooting.
• Assist customers with inquiries related to their daily payment reconciliation.
• Diagnose and troubleshoot technical issues with terminals.
• Escalate complex or unresolved issues to the next level of support or relevant teams while ensuring timely follow-up and resolution.
• Follow company procedures as developed for both internal and external work processes.
• Other duties needed to help drive to our vision. 

Required Skills & Experience

• Excellent communication skills, both verbal and written, with the ability to convey responses in a clear and concise manner.
• Analytical approach to requirements gathering and problem-solving.
• Working knowledge of the Microsoft suite of products.
• Mathematical proficiency to enable reconciliation of bank statements and payment processing data.
• Minimum one (1) years of banking and/or payments industry experience
• Customer support handling technical inquiries through phone and email submissions
• Associate’s or bachelor’s degree or relevant work experience
• Capability to work flexible work schedule due to nature of our 24/7 team for critical support and collaboration outside of standard working hours.

Desired Skills & Experience

• Financial services within a banking or payment processing environment.
• Familiarity with troubleshooting credit card payment terminals.
• Work proactively to identify and solve problems.
• Ability to adapt to changing environment and handling multiple priorities.
• Effectively and efficiently completes task in a work from home environment.
• Sound time management and organization skills for completing tasks
• Highly self-motivated and able to work independently and within a team

Essential Functions

• For up to 8 hours per day you must be able to fully utilize standard computer equipment, required programs, phone, and office equipment.
• Must be able to work flexible work schedule due to nature of our 24/7 team for critical support and collaboration outside of standard working hours to include working on-call hours, nights and weekends.
• You must be able to lift and carry a laptop computer.

Compensation

Constellation offers a competitive base salary, bonus potential, and a comprehensive benefits package.

Non-Exempt

The estimated base salary range for this role in the United States is $24.00 - $36.00 per hour. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected].

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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