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926 Human Services Jobs in detroit, mi

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    Teller- Part-time

    PNC Financial Services Group

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    8.0 miles
    Full-time, Part-time
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        8.0 miles
        Full-time, Part-time
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          Customer Engagement Specialist - Merchant Services, Direct Hire

          iVantage Group
          Detroit, MI 48208
          Full-time, Part-time
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          Job Description

          Customer Engagement Specialist, Greater Detroit Area, 9/17/2020, Direct Hire Overview iVantage Group which is one of Michigan's fastest growing Staffing and Direct Placement firms is currently searching for a qualified Customer Engagement Specialist with experience in the following: Strong Knowledge of Payment Processing industry with respect to Visa/MasterCard, etc. - Required. Maintain weekly/monthly/quarterly documentation of retained accounts versus lost opportunities. Initiate Welcome calls and set communication cadence. Drive to automate interactions, communication etc. Develop and execute strategy to ensure merchant satisfaction across the entire lifecycle. Post contact calls to merchants to ensure issues/problems were resolved. Follow up calls on customer satisfaction survey, net promoter and win back campaigns. Position: Customer Engagement Specialist Employee Benefits: Comprehensive Benefit Plan Responsibilities / Job Description: The Customer Engagement Specialist will actively engage with our clients customers to effectively educate, answer questions, resolve issues, provide guidance, and identify pain points all through phone (primary channel), email, and chat. This position is primarily focused on the customer experience and satisfaction. (retention of current merchants.) The Customer Engagement Specialist will also provide general customer service, technical and statement analysis support as required of the operations department. ESSENTIAL RESPONSIBILITIES AND DUTIES In this position you will need to quickly adapt to Customer needs to deliver a human and consultative experience through creative problem-solving and a thorough knowledge of merchant processing industry. In this role, you will get to: Develop deep knowledge of the merchant services / credit card processing industry Answer how-to questions and help customers navigate a variety of tools within Bankcard. Communicate thoughtful, customized solutions that help new and existing customers move forward and grow their business Collaborate with internal teams and account owners, to identify opportunities Show composure, resilience, and flexibility as customer needs evolve and case volume changes Perform revenue analysis for clients to ensure their needs are being met efficiently Perform transaction processing analysis to optimize merchants' processing activity Work closely with our support, sales, underwriting, marketing, and product teams to help deliver exceptional customer experiences Identify and execute improvements in our current processes, tools, reporting, and documentation We are looking for people who: Find creative problem-solving fulfilling & challenging Are self-motivated & eager to learn Thrive in a dynamic & collaborative environment and are comfortable with ambiguity Adapt quickly to changing priorities and customer needs Have a clear, professional, and informative communication style Interested in building technical skills The Customer Engagement Specialist provides overall customer service support for all our Client's customers, inside and outside of the organization. Maintain weekly/monthly/quarterly documentation of retained accounts versus lost opportunities. Initiate Welcome calls and set communication cadence. Drive to automate interactions, communication etc. Develop and execute strategy to ensure merchant satisfaction across the entire lifecycle. Post contact calls to merchants to ensure issues/problems were resolved. Follow up calls on customer satisfaction survey, net promoter and win back campaigns. Work with Customer Engagement Lead and Marketing to proactively retain merchant accounts by the following initiatives: Email campaigns, ongoing communications/merchant newsletter, pro-active contact etc. Renegotiating pricing, contracts and working through advanced statement and profitability analysis. Retains Merchant Services Customers by calling/ answering product and service questions, suggesting information about other products and services. Ability to understand Visa & MasterCard Interchange pricing and explain to customers in understandable fashion. Complete understanding of all internal processes and procedures, utilizing this knowledge to recommend changes/enhancements to better serve customers. Recommends potential products or services to management by collecting customer information and analyzing customer needs Utilizes Customer Service and Sales skills to retain current customers and enhancing services by explaining features and benefits. Provide back up support to analyze statements and provide estimates and suggest beneficial ways of conducting business as requested from merchants in attempts to retain merchant's business. Provide support to customer service and technical support calls that flow into the operations department. Work collaboratively with Sales, Risk, Underwriting, and fellow Operations Team members as needed Contributes to team effort by accomplishing related results as needed Maintain complete knowledge of and comply with all organizational policies/service procedures/standards Always maintain positive customer relations Document and maintain Passport Tickets reflecting interaction with all customers Other duties and special projects as requested and assigned.
          Posting ID: 573089773Posted: 2020-09-24