Payment Center Representative

$35,360 - $38,480/Yr

Springbrook Holding Company - American Fork, UT

Part-time,Full-time - Entry Level

Onsite - American Fork, UT

About the position

The Payment Center Representative at Springbrook Software is responsible for providing technical support and customer service related to online payments and basic to intermediate technical support tickets. This role is crucial in ensuring customer satisfaction and operational efficiency, particularly for local government entities and special districts. The position requires in-office work due to Payment Card Industry (PCI) Standards, and it offers flexible scheduling options for part-time or full-time shifts, making it ideal for college students seeking work experience.

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 the 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 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.

Benefits

• Competitive salaries
• Superior benefits
• Flexible scheduling options for part-time or full-time shifts