Customer Service Associate II- Business (Hybrid Cincinnati) Shift: M-F 9:30am-6:

FIS - Cincinnati, OH

Full-time - Entry Level

Cincinnati, OH

Professional, Scientific, and Technical Services

About the position

As a Customer Service Associate at Worldpay, you will play a crucial role in delivering exceptional service to our merchants. Our team is dedicated to being the voice of Worldpay, ensuring that service expectations are not only met but exceeded. You will be part of a diverse group of associates, including new graduates and career changers, who are committed to providing a world-class level of customer service. Your responsibilities will include handling a high volume of customer inquiries through various channels such as instant messaging (webchat), phone, and email. You will be tasked with identifying the root cause of customer issues and utilizing the appropriate tools and resources to resolve them effectively. Maintaining a professional rapport with customers while ensuring an excellent customer experience is paramount in this role. In this position, you will be addressing inquiries that range from general customer service to technical support, all while managing multiple webchats simultaneously. You will be responsible for tracking and documenting inbound support requests, ensuring that all situations are properly noted. Meeting quality standards and adhering to your schedule will be essential to your success. The training schedule for this role is 13 weeks, conducted onsite, from 8:30 am to 5:00 pm, followed by a regular work schedule of Monday to Friday from 9:30 am to 6:00 pm. Your ability to remain composed and customer-focused at all times will be critical as you navigate the challenges of a high-volume contact center.

Responsibilities

• Provide customer support via instant messaging (webchat), phone, or email to business customers.
• Process a high volume of customer inquiries regarding Worldpay products and services.
• Identify the root cause of customer problems and determine appropriate resolutions using available tools and resources.
• Track and document inbound webchat support requests, ensuring proper notation of each situation.
• Meet quality standards and maintain an excellent customer experience (ASAT).
• Adhere to the scheduled work hours and training requirements.
• Address a variety of customer inquiries from general customer service to technical support.
• Utilize multiple computer applications to service merchant requests effectively, including managing up to two webchats simultaneously.
• Proactively identify merchant needs using available resources.

Requirements

• Ability to remain composed and customer-focused at all times.
• Proficient in written communication, including proper grammar and spelling.
• Experience in payments processing or a call center environment.
• Ability to articulate actions taken and set proper expectations for service resolution.
• Working knowledge of PC/laptop and Microsoft Office applications, particularly Teams and Outlook.
• Ability to prioritize and manage time effectively.
• Effective communication skills, both written and verbal.
• Comprehension of various technologies, including browsers, internet connections, and payment devices.

Benefits

• Medical (HSA & FSA options), dental and vision coverages
• 3-weeks paid vacation plus 4 paid personal choice holidays
• 401K plan that includes company matching
• Paid volunteer time to support charities and give back in your community
• Development resources to help advance your skills and career