Senior Support Specialist Job Description
Anovia Payments (Irving, Texas), an established company, is looking to immediately hire a full-time Senior Support Specialist.
The Account Manager will work directly with key merchants responsible for developing a solid and trusting relationship between major key merchant accounts, referral partners and company. Additionally, the role will be responsible for the proactive retention projects for the top revenue. He/she shall promote this culture throughout the organization. The goal is to constantly improve the customer experience and increase loyalty and retention to meet and exceed Management and Customer expectations. This position requires the ability to work closely with multiple departments.
Provide timely and accurate communication of information to all customers including:
Cross-company team members
Merchant accounts and partners
Work in conjunction with Retention Specialist to achieve CS/TS objectives by contributing customer service information and recommendations to department strategic plans and reviews; preparing and completing action plans; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Work in conjunction with Retention Specialist to meet set Retention/Attritiongoals. Reports attrition analysis to management monthly Administer Call Retention Programs including but not limited to
Volume Reduction Calls
Silent Attrition Outreach
VIP Calls At-Risk Merchant Program
Define and Implement At-Risk Reporting to identify any MIDs with MTD volume dilution
Conduct Merchant outreach, establish relationships with top merchants and retain processing merchant accounts
This role will also serve as backup to the CS and TS phone queues, assisting during peak call times.
Updates job knowledge by participating in educational opportunities; receiving professional publications; staying current on industry changes
Work across departments collaborating and maximizing profit by upselling and cross-selling to our key clients
Develop an intimate relationship with our largest key clients, resolving escalated issues and complaints as well as staying in touch with these accounts business and financial needs
Working Competencies include (but are not limited to)
Courteous/relentless customer/client focus; a consistent mentality of delivering outstanding service on every call
Maintaining a positive attitude and focus on being diligent to produce high quality results / outcomes
Effective listening skills ensuring a clear understanding of the customer issue/situation through professional questions and interaction;
Fostering positive customer relations through win-win solutions
Efficient call resolution in a professional yet swift manner using utilizing good judgment
Teamwork orientation; willing to help for the benefit of the team and company; partners with the all teams to consistently meet and exceed expectations
Excellent time management; keeping after-call work to a minimum and maximizing availability to meet customer call volume demands; handling inquiries from multiple sources simultaneously
Provides timely feedback to the Company regarding service failures or customer concerns
Clear and concise communication proficiency supporting the ability to communicate at multiple levels within the company
Technical capacity – desire and ability to learn and leverage knowledge
Base + Commission and full benefits
About the company
Founded by industry experts and designed to make payment acceptance easy for merchants and partners alike, Anovia Payments delivers a better way to process payments. We have created a unique combination: carefully selected, best-in-class payments and an enthusiastic team of payment professionals who believe in creating and maintaining business relationships. We are looking for a bright, talented individual to join the Anovia Payments family as an Inside Sales Representative.
In addition to appearing as #82 on the 2017 Inc. 500 List, Anovia Payments won the 2014 ISO of the Year – Rising Star and the 2017 ISO of the Year Award from the Electronic Transactions Association (ETA), the global trade association representing the payments technology world. These awards recognize companies whose creativity and innovation is moving the payments industry forward while exhibiting high ethical standards, and successfully meeting industry challenges with demonstrated results.
Note: Successful applicants must submit to a pre-employment background check and drug screen
Please send resume with cover letter and salary requirements to HR@TrustCommerce.com.