Position: Customer Success Representative
Location: Farmers Branch, TX (on-site)
Reporting to: Senior Manager of National Sales
Compensation: $18 per hour + up to $1k per month in bonus incentives
Compensation Type: Hourly (non-exempt)
Gather Resources is looking for a dedicated Customer Success Representative to work for their client in the merchant services industry.
Optimize the company’s product and service offerings by facilitating calls to merchants to assist after their initial applications have been submitted. Request any missing documentation, handle product installations and activations, and ensure the merchants’ processing capabilities while identifying value-added services to help ensure a high level of merchant satisfaction throughout their first year with the company.
Role & Responsibilities:
Request and/or obtain missing documentation to secure approval for merchant applications.
Collect and upload documents into merchant profiles as necessary.
Guide merchant accounts through the onboarding process and inform management of any needed escalations.
Install merchant equipment or gateway.
Follow-up with merchants after the approval process to ensure processing activity.
Follow-up on any merchant accounts not processing within the first year.
Notate and document all aspects of every merchant account in the appropriate CRM system.
Make outbound calls to merchants to assist with opening their accounts.
Meet and exceed daily activity metrics.
Forward submissions to the appropriate teams to resolve pends and/or add new services.
Maintain thorough knowledge of card industry regulations and internal applications.
Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements specified in your department goals.
Perform miscellaneous projects and duties as assigned.
Practice and comply with all regulations promoting a safe and healthy work environment (i.e. OSHA).
Adhere to privacy; confidential, proprietary company policies and procedures (i.e. HIPAA).
Skills, Attributes, & Experience:
High school diploma required; Bachelor’s degree a plus
1+ years of sales administration experience
Strong verbal and communication skills
Possesses a critical focus on accuracy
Ability to analyze and research issues and convey urgency when necessary
Ability to follow up with issues/projects through completion
Ability to multi-task and adapt to change
Must be able to work in a team environment with multiple departments
Must possess a positive attitude and be self-motivated
Must have above-average organizational skills
Must have the ability to apply critical thinking/analysis daily
Basic knowledge of Microsoft Office Suite and Windows applications (Excel, Word, Outlook, etc.)
Perks & Benefits:
Health, Dental, Vision, Life Insurance
Short-Term/Long-Term Disability
Optional Health Savings Accounts
401(k) with company match
Generous paid time off and company holidays