Merchant Card Customer Service Manager jobs in Madison, AL

ProBilling & Funding Service
Commercial - Customer Service Representative

ProBilling & Funding Service is a leader in commercial accounts receivable billing. Located in Decatur, Alabama and a Division of Peoples Bank of Alabama. ProBilling offers a nationwide service to a wide and diverse group of commercial businesses.

The primary function of this position is as follows:

Utilize industry specific software programs to perform various clerical and routine accounting tasks in support of an operating unit. High level of understanding of MS Excel, Word

Performs advanced customer service activities and initiatives for specialized accounts receivable products and services.

Supports a complex dedicated product to a sophisticated client and customer base, and/or leverages an advanced process or tools to support internal and external customers.

Focus on problem resolution that occurs across multiple channels for our clients/customers while tracking the issue to completion with accuracy in accordance with established procedures and policies.

Receives, investigates and responds to client/customer inquiries regards complex products, services and issues via all channels through which customers are served.

Resolves customer service inquires and issues. Takes appropriate actions for solutions to inquiries and issues.
Resolve the most complex or recurring issues and identifies root cause and acts as an escalation point. May interact with higher levels within the organization.

Knowledgeable of the values and practices that align client/customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating a customized client/customer solution.

Accessing and effectively managing all the risks associated with our business objectives and activities.

Provides feedback to management on workflow and work received throughout business day.

Maintain high levels of customer satisfactions consistent with ProBilling’s core values. Demonstrates commitment to quality.

Documents customer interactions and completes service request to minimize client/customer effort or additional action.

Competencies:

Accuracy and attention to detail – Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.

Client/Customer Relationship Management – Knowledge and ability to determine and satisfy client/customer needs and maintain a partnering relationship during engagements.

Client/Customer Experience Management – Implements the strategies and techniques used to ensure that customers have a positive experience with the organization, products and services at every touch point

Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, in order to reach a productive decision.

Effective Communication – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive and accurately interpret ideas, information and needs through the application of appropriate communication behaviors.

Managing Multiple Priorities – Ability to manage multiple concurrent objectives or activities, making effective judgements as to prioritizing and time allocation.

Operational Functions – Knowledge of major functional processes and associated operating requirements; ability to apply this knowledge appropriately to diverse situations.

Problem Management Process – knowledge of and ability to bring a reported problem to successful resolution.

Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating and resolving organizational, operations or process problems; ability to apply this knowledge appropriately to diverse situations.

Products and Services – Knowledge of products and service, ability to apply this knowledge appropriately to diverse situations.

Tech Savvy – Advise, educate and engage clients/customers on technology tools and resources available.

Qualifications:

High school diploma or equivalent required
Experience in customer service
Exhibit analytical and critical thinking skills
Bilingual English/Spanish is preferred but not required
Professional verbal and written communication skills
Ability to multi-task in a fast pace environment
High level of understanding of MS Excel, Word, Outlook, PowerPoint

All applicants are subject to a background check, credit check and drug screening

Equal Opportunity Employer

Job Type: Full-time

Pay: $15.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person