The Merchant Services Representative will be responsible for providing exceptional customer service and support to our merchants through all channels of communication, including phone, email, and chat. This role involves addressing inquiries, resolving issues, and ensuring a smooth transaction process for our clients. The ideal candidate will have excellent communication skills, a strong understanding of payment processing, and the ability to work effectively in a fast-paced environment.Key Responsibilities:
Customer Support: Respond to merchant inquiries via phone, email, and chat in a timely and professional manner. This includes answering phone calls, emails, and texts related to missing deposit inquiries, Vagaro Capital, Vagaro Pay Later, XJ errors, limits, chargebacks and any other issues.
Report Review: Review reports for discrepancies and perform reconciliation to ensure accuracy.
Issue Resolution: Troubleshoot and resolve issues related to payment processing, account management, and transaction discrepancies.
Issue Escalation: Escalate issues to our partners and supervisors promptly and effectively, demonstrating a proactive approach to resolving complex issues.
Account Management: Assist merchants with account setup, updates, and changes to ensure accurate and efficient processing.
CRM Management: Manage the customer relationship management system and provide detailed notation of account issues.
Collaboration: Work closely with our customer support team to offer guidance and expertise in addressing merchant inquiries. Collaborate with internal teams, including risk, compliance, and technical support, to resolve complex issues and improve merchant experience.
Team Assistance: Assist the team with various issues, demonstrating flexibility and a willingness to contribute to overall team success.
Cross-Training: Participate in cross-training on different tasks within the department to enhance versatility and support team needs.
Fraud and Risk Support: Provide support if needed to the Fraud and Risk team with monitoring transactions, Plaid verifications, and reviewing accounts.
Vagaro Pay Later SME: Serve as the Subject Matter Expert (SME) for Vagaro Pay Later, offering specialized guidance, resolving complex issues, and ensuring a seamless experience for merchants utilizing this service.
Reliability: Maintain reliability through attending scheduled shifts consistently.
Other Duties: Perform other duties assigned to support the department's overall success.
Qualifications:
Experience: Previous experience in customer service, technical support, or merchant services is preferred.
Knowledge: Familiarity with payment processing systems and financial services.
Communication: Excellent verbal and written communication skills with professional and friendly phone etiquette.
Problem Solving: Strong analytical and problem-solving abilities.
Attention to Detail: High level of accuracy and attention to detail in all tasks, with a focus on fully completing daily tasks.
Technical Skills: Proficiency in Microsoft Office Suite, and experience using Zendesk is preferred.
Basic Math Skills: Ability to perform basic math functions accurately.
Reconciliation Experience: Experience with reconciliation of reports and deposits.
Professionalism: Maintain a professional and positive attitude with clients and co-workers.
Organization: Well-organized and able to manage multiple tasks effectively.
Additional Requirements:
Ability to work flexible hours, including weekends and holidays, as needed.
Strong organizational skills and the ability to multitask effectively.
Why You'll Love Working Here:
Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses
Generous PTO: 15 accrued days, including 9 company holidays annually
Growth Opportunities: College Assistance Reimbursement, access to our EAP & Work/Life Program, and a LinkedIn Learning account to master new skills
Financial Security: 401k program with 4% matching and optional life/supplemental insurance
Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family
Exclusive Perks: Discounts, special offers, and preferred seating for top attractions, theme parks, shows, sports events, movies, hotels, and more through TicketsAtWork
Beauty Perks: Receive $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments
Food Perks: Enjoy a $50 monthly stipend for our onsite microkitchen, offering light meals, snacks, and beverages, plus a complimentary DoorDash DashPass subscription for all your local food delivery needs
Stay Active: Take advantage of our on-site gym, flavored water dispenser, and basketball court to stay fit and energized
Equal Opportunity Employer:Vagaro is proud to be an Equal Employment Opportunity and affirmative action employer. We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristics protected by law.Privacy Policy:Your privacy matters! At Vagaro, we are committed to protecting your personal information. Before proceeding with your application, please review our Employee and Applicant Privacy Notice here (https://www.vagaro.com/pro/vagaro-employee-and-applicant-privacy-notice). By submitting your application, you acknowledge that you have read and understood our Privacy Notice, which outlines how we collect, use, disclose, and protect your information during the recruitment and employment process.Learn More About Vagaro:Visit us at Vagaro.com (https://www.vagaro.com/) and sales.vagaro.com (https://sales.vagaro.com/) to learn more.
