Tier 1 Client Services Support Specialist

Client Support Specialist, Tier 1 
In-office position - Dunwoody area
FinTech / SAAS / Payments / Merchant Services Industry
Medical, Dental, Vision, 401k Benefits 

Position Description Overview

BOLD Integrated Payments is seeking a Client Support Specialist, Tier 1 responsible for being the principal contact for the service side of the client relationship including supporting our Client Support Specialist, Tier 2 position and assisting our clients in connecting with the appropriate department to resolve their needs.

Job Responsibilities

• Answering incoming calls and email inquiries to resolve client/partner questions and concerns
• Act as the first point of contact for the client’s day to day operational requirements including, but not limited to:
  • Responding to queries regarding online statements
  • Providing accurate documentation to satisfy a request
  • Resolving payment related queries
  • Amendments to certain account details
  • Assisting with password resets and account access.
• Create descriptive cases for all department specialists that accurately documents client conversation, information, and questions needing resolution
• Record all work in the CRM management tool, Salesforce
• Regular communication with sales, business development, and other internal teams as necessary
• Merchant account creation in Salesforce
• Other responsibilities as assigned

Job Requirements

• Previous work experience in a Customer Service role
• Previous Salesforce experience
• Excellent organizational skills and solution-oriented
• Self-motivated team player with strong analytic and problem-solving skills
• Must possess excellent time management, comprehension, and the ability to multi-task and use several systems in tandem to resolve problems
• Strong communicator with the ability to clearly and concisely present information, both verbally and written

Essential Job Functions

• Ability to speak on the phone for several hours of the workday

• Must be able to research issues that arise  to resolve them while speaking with clients simultaneously
• Able to sit in an office setting for long periods of time

BOLD Integrated Payments is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business needs.

All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed in this position.