Boost Payment Solutions optimizes the use and acceptance of commercial cards through its suite of proprietary technology-enabled solutions. Boost has reinvented how commercial card payments are initiated, accepted, and processed for thousands of companies around the world. As the only fintech acquirer exclusively focused on the B2B marketplace, Boost is making commercial cards a cost effective, scalable, and secure alternative to traditional and cumbersome payment methods. Boost features a global footprint and is headquartered in New York, NY.
The Customer Support representative will be a member of the customer support team supporting on-boarding of new clients, client information changes, client reporting and working directly with clients to answer questions and/or address complaints as they may arise. Will work closely with the all internal teams to ensure existing and new processes are maintained at expected levels of service. The Customer Support position can be complex with a lot of information to retain and filling this role requires strong computer skills, attention to detail, good communication (both written and verbal) skills, and ability to work on their own and with others.
Duties and Responsibilities
New account boarding and activation.
Primary point of contact for customer support calls (level 1 and 2).
Respond to inbound customer inquiries via both email and calls.
Work with internal teams to resolve customer inquiries
Liaise with other team members at Boost to resolve issues with missing/incorrect payments, daily remittances, and/or statements.
Research customer service questions regarding payments and account questions.
Ensure that the customer inquiries and concerns are addressed in a timely manner, and resolved to their satisfaction in a professional and courteous manner.
Track and document resolutions and communicate resolutions back to customers and partners as needed.
Work with customers to offer new products or services as appropriate.
Work to retain customers as appropriate.
Review/distribute monthly statements.
Assist new clients to understand payment terms (e.g. net settle) and help retain them in the early months.
Help maintain the quality of information in Salesforce by updating appropriate material as we are informed by our buyers/suppliers (e.g. key contacts, e-mails, payments terms, reporting, issues, etc.).
Working knowledge of Microsoft Office and Salesforce.com (will be tested).
Must be detail-oriented with strong analytical and organizational skills.
Strong verbal and written communication abilities (will be tested).
Ability to navigate and de-escalate challenging situations.
Ability to maintain grace under pressure.
Good communication and organizational skills
Ability to manage time effectively, set priorities and meet deadlines.
Desire/ability to work successfully in a small company environment.
Understanding of the demands of working in a production environment.
Team player with a positive attitude.
1 - 3 years of Customer Service or tele-sales experience.
Bachelor’s degree, a must.
Experience working with banking and financial institutions.
Ability to be resourceful.
Ability to be flexible within this diversified position.
Ability to handle multiple responsibilities that equal in priority.
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