Description We are in search of a Customer Success Specialist to join our team located in Westlake Village, California. In this role, you will primarily focus on providing customer support and technical troubleshooting for our payment processing services. This role offers a contract to hire employment opportunity where you'll utilize your skills in ADP - Financial Services, Avaya CMS, Computer Programs, CRM, Epic Software, About Time, Answering Inbound Calls, Assist Customers, Benefit Functions, and Billing Functions.Responsibilities Provide support to customers by responding to inquiries related to payment processing services, account setup, transaction issues, and account maintenance. Assist customers in troubleshooting issues with payment terminals, online gateways, or point-of-sale (POS) systems. Monitor and report on customer transactions, including handling disputes, chargebacks, and refunds in compliance with company policies. Address and resolve customer complaints regarding service disruptions, errors, or any concerns, escalating issues when necessary. Assist customers with billing inquiries, payment schedules, invoicing, and account reconciliation. Help new clients set up merchant accounts, guiding them through the application process, documentation, and onboarding. Stay updated on the company’s merchant services products, fees, and policies to effectively answer questions and promote additional services. Coordinate with technical support, sales, and finance teams to resolve customer issues promptly and accurately. Ensure that all interactions with customers are in compliance with applicable financial regulations, including PCI-DSS (Payment Card Industry Data Security Standard). Identify opportunities to upsell additional services, features, or equipment to current clients, and assist in retention efforts. Requirements Proven experience as a Customer Success Specialist or similar customer service role with a minimum of 3 years. Proficiency in ADP - Financial Services, Avaya CMS, and various computer programs. Familiarity with Customer Relationship Management (CRM) and Epic Software. Experience with About Time software for time tracking and project management. Demonstrated ability to handle inbound calls and assist customers effectively. Knowledge of benefit functions and billing functions in a customer service setting. Excellent communication and problem-solving skills. Ability to multitask and manage time effectively. Strong customer focus and commitment to delivering high-quality service. Ability to work collaboratively in a team environment. Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .
