What are the responsibilities and job description for the Customer Service Rep position at CrossCheck, Inc.?
The Customer Service Representative (CSR) processes both incoming and outgoing calls to our merchants. The CSR is tasked with providing exemplary, professional, quality-oriented service to all incoming and outgoing calls. Additionally, the CSR will assist in sales-oriented discussions and resolving general customer complaints/ concerns/issues. Candidates should be comfortable with and have strong skills in conflict resolution and dealing with difficult situations.
Responsibilities:
- Processing a variety of inbound and outbound merchant phone calls in an efficient, quality-oriented professional manner with a goal of a one-call resolution. Follow-up required within a 24-hour time frame, maintaining required minimum call average
- Understanding the claims system and processing the daily claim paperwork
- Saving/Retaining accounts to departmental standards
- To-Do management Monitor and follow-up with merchants using a to-do system to ensure exemplary service and that any/all issues are resolved correctly, efficiently, and on-time
- Effectively perform unique types of calls and resolve simple to complex issues with merchants including billing, training, accounts receivable, general transactional situations, claims, and processing returned mail
- Scanning documents, as required
- Handle escalations
- Handling emails inatimelymanner and monitoringof all incoming emails; diction and spelling; professional word choice when composing emails
- Perform all processes and maintains knowledge of all procedures
- Team player assisting others in the department, asking questions as needed with good communication with management, various departments and/or colleagues.
- Rotate through occasional weekend shifts, if applicable
- Flexibility to work occasional holidays if called upon, and open to emergency graveyard coverage
- Ability to establish and maintain positive working relationships with other employees
- Providing front desk coverage
- Ability to meet department attendance requirements
- Ability to work effectively under departmental pressure/stress situations
Not Required, but Preferred
- Previous professional customer service experience (preferably in a high call volume environment)
- Bilingual (Spanish)
- Previous telephone sales experience
- Ability to type 35 wpm
Education/Experience Required
- High School Diploma or GED
Company
CrossCheck, Inc., an established leader in the payment solutions industry, processes billions in check-transaction dollars annually throughout the United States. Since 1983, it has helped increase profits and reduce risk for businesses in verticals such as automotive, auto aftermarket, building materials, home furnishings, specialty retail, medical-dental and veterinary by providing efficient and affordable check verification, guarantee and conversion services. CrossChecks suite of services includes check conversion technology, web-based transactions, remote deposit capture and premium products for specific industries and applications. The company has offices in Petaluma, Calif. and Southlake, Texas.
CrossCheck offers a comprehensive benefits package, including Medical, Dental, Vision, Life, AD&D and LTD benefits, as well as a 401(k) program with company match. Additional benefits include Pet Insurance and Tuition Reimbursement. Paid time off consists of Holidays, Sick, Vacation, Bereavement and Birthday. CrossCheck, Inc. offers team-oriented departments and a diverse group of friendly, motivated people. We enjoy a business casual workplace, contests, events and more! EOE.
APPLY NOW, visit our website at www.cross-check.com or give our Recruiting team a call at 1-800-826-9164.