Customer Service/ Call Center

The Customer Success Representative is responsible for delivering a white glove experience and overall positive experience to our business clients. This role will own most of the aspects of the customer success standpoint - including, but not limited to, initial after-boarding and training, continual education of the financial tools provided, giving support by resolving issues related to account set-up, financial inquiries, bank account reconciliations, merchant account maintenance, hardware and software troubleshooting diagnosis and everyday use of the platform, in addition to rapidly understanding each client's business needs.

Job Location:

On site. San Juan, Puerto Rico. This position isn't remote

Primary Responsibilities:

• Provide general customer service, technical and financial statement analysis support to our merchants and partners.
• Effectively manage queue of incoming tickets and calls on a day-to-day basis, including follow ups on a timely fashion.
• Handle inbound and outbound calls and answer 100% of calls presented
• Work with timeframes in compliance with company KPI’s standards.
• Assists in the resolution for point-of-sale product issues and basic troubleshooting
• Provide first contact resolution and reduce repeat questions.
• Establish and maintain relationships with merchants and ensure merchant processing is reliable and secure
• Support general inquiries of customer calls, emails, and tickets

Required Skills:

• Passionate about providing a white glove treatment, world class customer service experience by resolving client issues in a friendly, helpful manner.
• Excellent listener and communicator, with superb interpersonal skills.
• Strong phone contact handling skills and active listening.
• Ability to communicate with customers, employees, and vendors in a professional and courteous manner.

Experience:

• Minimum 1 year of experience in call center and customer service
• Experience dealing directly with customer by phone or in person.

Required Qualifications:

• High School Diploma or GED and a minimum of one year of experience on Customer Service role with proven track record of success.
• Fluent in Spanish and English IS A MUST.
• Quick, analytical, and creative thinking abilities.
• Adaptability, flexibility, and resourcefulness to coping with the changing demands of the job.
• Ability to exhibit solution-oriented problem-solving approach and maintaining objectivity.
• Self-motivated, team player, detail oriented, and well organized.
• This role is non-remote and will be based in our San Juan, Puerto Rico headquarters.
• Ability to work flexible hours including nights, weekends, and holidays.

Dynamics Payments LLC, is proud to be an Equal Opportunity Workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.