Experienced Customer Service Representative – Payment Processing and Client Support

Join arenaflex, a world leader in payments and technology, as we connect the world through innovative, convenient, reliable, and secure payments networks. As an Experienced Customer Service Representative, you will play a vital role in ensuring the satisfaction of internal and external clients by providing exceptional support and resolving complex issues related to payment processing and service configurations.

About arenaflex

arenaflex is a purpose-driven industry leader, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. With over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year, we are committed to making a positive impact on individuals, businesses, and economies worldwide.

Job Description

As an Experienced Customer Service Representative, you will be responsible for:

• Researching and responding to basic to moderate complexity inquiries from internal and external clients regarding payment processing, Verify systems, and services.
• Setting up, deactivating, maintaining, and handling all service configurations (new and existing clients).
• Tracking and communicating issues identified by monitoring internal alerts related to Verifi services, such as transaction declines, intelligence suite processing, and other connectivity issues.
• Responding appropriately and timely to inquiries from internal and external clients (merchants, partners, and payment processors) to ensure department SLAs and client expectations are met.
• Monitoring for imports and service outages via observability platforms.
• Accurately assigning Client Support Queue.
• Escalating issues to the Manager of Client Support or Senior Client Support Specialist as required.
• Troubleshooting problems identified by external or internal clients and collaborating with various business teams to address and resolve issues.
• Creating client communications, including standard maintenance notifications and Incident Reports, and obtaining approval as required.
• Participating in occasional on-call responsibilities.

Key Responsibilities

* Provide exceptional customer service and support to internal and external clients.

• Resolve complex issues related to payment processing and service configurations.
• Collaborate with various business teams to address and resolve issues.
• Create and communicate client communications, including standard maintenance notifications and Incident Reports.
• Participate in on-call responsibilities and ensure timely issue escalation.

Essential Qualifications

* High School diploma or equivalent or relevant work experience.

• 2 or more years of work experience in customer service or client support roles, specifically handling payment processing and service configurations.
• Experience conducting welcome calls and client onboarding.
• Proficiency in Microsoft Excel, including formulas and pivot tables, as well as the full MS Office Suite (Word, PowerPoint).
• Familiarity with API integrations and implementation processes.
• Experience with observability platforms and monitoring tools is a plus.

Preferred Qualifications

* 2-5 years of experience in the fintech, B2B, or digital solutions suite industry.

• Strong problem-solving and analytical abilities.
• Effective time and project management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proven ability to de-escalate challenging situations and maintain a calm and professional demeanor while addressing client concerns.
• Ability to work collaboratively in a team setting, as well as independently when required.
• Strong customer orientation with a focus on providing a positive client onboarding experience.

Technical Skills

* Proficiency in Microsoft Excel, including formulas and pivot tables, as well as the full MS Office Suite (Word, PowerPoint).

• Familiarity with API integrations and implementation processes.
• Experience with observability platforms and monitoring tools is a plus.

Soft Skills

* Excellent written, oral, and interpersonal communication skills.

• Strong problem-solving and analytical abilities.
• Effective time and project management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proven ability to de-escalate challenging situations and maintain a calm and professional demeanor while addressing client concerns.
• Ability to work collaboratively in a team setting, as well as independently when required.
• Strong customer orientation with a focus on providing a positive client onboarding experience.

Work Environment and Culture

* This is a remote position, and you will be required to work from home.

• You will be part of a dynamic and collaborative team, working closely with various business teams to address and resolve issues.
• arenaflex is committed to creating a positive and inclusive work environment, where employees feel valued and supported.

Compensation and Benefits

* Estimated salary range for a new hire into this position is $49,700 to $59,300 USD per year, which may include potential sales incentive payments (if applicable).

• Comprehensive benefits package, including Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
• Eligibility for bonus and equity.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. arenaflex will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

U.S. Applicants Only

The estimated salary range for a new hire into this position is $49,700 to $59,300 USD per year, which may include potential sales incentive payments (if applicable). If you are in Colorado, the estimated salary range for a new hire into this position is $49,700 to $59,300 USD per year. Salary may vary depending on job-related factors, which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Apply for this job