Payment Center Representative

Springbrook Software - American Fork, UT

- Entry Level

American Fork, UT

Publishing Industries

About the position

The Payment Center Representative provides technical support and customer services (online payments and basic -intermediate technical support tickets) to our customers over phone and email. This position is not eligible for remote work. Because of Payment Card Industry (PCI) Standards we require candidates in office at 108 South 700 East, American Fork, Utah. The Company is flexible and seeks qualified candidates for part-time to full-time shifts. This position is ideal for college students looking to earn money and gain valuable work experience. Strong preference will be given to applicants who are bilingual (Spanish/English). Multiple vacancies - Full Time or Part Time schedules available.

Responsibilities

• Respond to customer queries in a timely and accurate way, via phone or email, adhering to Springbrook Software policies and best practices.
• Work with customers using credit cards or bank checks for payments over the phone.
• Become an expert on the Xpress Bill Pay (XBP)/Payment system for end users.
• Help end-users set up accounts online on the XBP website.
• Use Xpress Bill Pay ticketing system to create, track, and/or update details on the specifics of client issue(s).
• Enter pertinent case data into the CRMs (SalesForce) to log customer calls and emails.
• Determine the urgency of issues for each client case and escalate where necessary.
• Update our internal databases with information about technical issues, internal process documentation knowledge base articles, and useful discussions with customers.
• Share feature requests and effective workarounds with team members.
• Maintain general awareness of Springbrook security and privacy policies.
• Report any security incident or suspected security incident to the Xpress Bill Pay Incident Response Team.

Requirements

• One year experience providing customer support via phone and email.
• Call-Center experience.
• Strong customer service skills with the ability to work independently or with minimal supervision.
• Organized, positive attitude and a team player.
• Ability to work with others in researching and resolving issues. Prepare reports for internal and external updates.
• Must be at least 18 years of age or older.

Nice-to-haves

• Understanding and experience working in the Payments area.
• Prior work experience within local government or providing support for a SaaS product.
• Mobile app specialist.