Customer Service Specialist

Company: Fortis Payment Systems LLC
Location: Novi
Posted on: March 20, 2023

Job Description:

Job Description:

Job Description Description: As a Customer Service Specialist, you will be assisting and communicating effectively on issues that may arise throughout the workday regarding a customer's account. You will be responsible for the management of different workflows including case/task management, emails, chat, telephone, and call back requests. You will also be responsible for research, documentation, and communication of the above issues effectively and accurately. A successful Customer Service Representative will provide quality customer service in a heavy call environment. Handling, investigating, and resolving a variety of customer issues to meet or exceed service levels. Along your journey at Fortis, you will be responsible for the below, along with any other tasks assigned directly by your direct Manager: Develop and maintain strong relationships with Customers and PartnersE-mail communication via OutlookPhone Queue - incoming and outgoing callsUtilize resources and techniques to answer questions and solve problems for Customers, Partners, and internal Fortis Departments.Complete Maintenance Request on behalf of customers:Bank Account ChangePhone/Address/Email ChangeLowering Rates/FeesIssuing RefundsLegal Name ChangesPrincipal Changes/AdditionsAdditional EntitlementsACH RejectionsUnderstand and effectively communicate different online reporting tools that Fortis Supports based off processor/relationshipUnderstand basic functionality/services of the Fortis (Zeamster) GatewayAssist customers with PCI Compliance questionnaire/scanProficiency in using the below systems:DocuSignInternal Fortis CRMMicrosoft Suite (Outlook, Word, Excel, PowerPoint)Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of dataDeposits/Withdrawals/Reconciling InquiriesAnswer in depth questions regarding month end statementsCalculating overall rateEscalate issues to the proper contacts with the Processor directly or internallyWorking with the Processor or Internal Departments at Fortis for a resolutionHigh School Diploma or equivalentCustomer service experience - enjoy providing exceptional serviceMerchant Services experience preferredAbility to communicate clearly with all customersAble to work cross-functionally with team membersStrong follow-up and organizational skills PI208383284

Keywords: Fortis Payment Systems LLC, Novi , Customer Service Specialist, Hospitality & Tourism , Novi, Michigan