The Merchant Services Representative is responsible for supporting the execution of the UpdatePromise Merchant Solution program. Responsibilities include assisting with team goals, resolving and monitoring support for all Merchant Services-related activities, including resolution, escalation, meeting monthly sales quotas, and maintaining the Merchant Services department in all company CRM and ticketing software.
Key Responsibilities
Support and Customer Service
- Customer Interaction:
- Assist with resolving merchant service-related issues and provide support to clients.
- Serve as the first point of contact for merchant-related queries and troubleshoot issues as needed.
- Escalate unresolved issues to appropriate departments or personnel for further resolution.
- Training and Onboarding:
- Support the onboarding and training of new merchant customers, ensuring they can process transactions efficiently.
- Assist in training clients on the use of PromisePay and other merchant service tools.
- Provide continuous support to existing clients to enhance their use of UpdatePromise services.
Sales and Relationship Management
- Lead Management:
- Assist in developing and cultivating leads through the entire sales cycle using the company CRM.
- Maintain accurate and current lead/deal statuses in the CRM for the application and underwriting onboarding pipeline.
- Coordinate with sales teams and account managers to assess customer needs and provide appropriate solutions.
- Sales Presentations:
- Conduct sales presentations that convey the value of PromisePay and other merchant services to potential clients.
- Assist in completing necessary sales documentation, including credit applications and equipment orders.
- Industry Engagement:
- Participate in industry trade shows to accumulate new leads and maintain relationships with existing clients.
- Coordinate with channel partners to expand merchant services reach and meet assigned sales quotas.
Administrative and General Support
- Documentation and Reporting:
- Maintain and update accurate statuses in company CRM and helpdesk systems.
- Create and manage tickets for all support requests in the CRM.
- Provide daily, weekly, and monthly reporting to management as required.
- Marketing Support:
- Assist the Marketing Department in campaign initiatives, including capturing photos/videos and positive reviews of PromisePay and UpdatePromise products.
- Support social media initiatives and other marketing campaigns as needed.
- Asset Maintenance:
- Ensure proper maintenance of assigned company assets, including laptops, cell phones, etc., in accordance with company policy.
- Assist in documenting all existing and updated positional processes and procedures.
Skills, Knowledge and Expertise
Skills
- Customer Service: Strong customer service skills to effectively address and resolve client issues.
- Sales and Marketing: Proven sales and marketing abilities to develop and close leads, conduct presentations, and achieve sales targets.
- Communication: Excellent verbal and written communication skills for clear client interactions and internal coordination.
- Problem-Solving: Strong problem-solving abilities to troubleshoot and resolve merchant service issues.
- Organizational: High level of organizational skills to manage multiple tasks, maintain CRM data, and meet deadlines.
Knowledge
- Merchant Services: In-depth understanding of merchant services, including payment processing systems and gateway integrations.
- Payment Processors: Familiarity with various payment processors such as CoPilot, CardConnect, FirstData, Clover/Chase, Worldpay, PayTrace, PayJunction, and Paysafe.
- PCI Compliance: Knowledge of PCI compliance standards and card brand regulations.
- CRM Systems: Proficiency in using CRM software for managing leads, sales cycles, and client data.
- Industry Standards: Awareness of industry standards and best practices in merchant services and payment processing.
Expertise
- Product Knowledge: Expertise in UpdatePromise's merchant services products and solutions.
- Training: Ability to train clients and team members on product use, updates, and enhancements.
- Sales Strategies: Skilled in developing and implementing effective sales strategies to achieve monthly quotas.
- Technical Troubleshooting: Technical expertise to identify, troubleshoot, and resolve issues related to payment processing and merchant services.
- Collaboration: Ability to collaborate with cross-functional teams, including sales, client success, and marketing, to drive business objectives.
Technical Skills
- Office365: Complete knowledge of Office365 tools for efficient business operations and communication.
- Jira: Proficient in using Jira for issue tracking, project management, and collaboration.
- CRM: Advanced skills in using CRM systems to manage customer relationships and sales processes.
- Merchant Services: Comprehensive understanding of merchant services, including setup, integration, and troubleshooting of payment systems.
About UpdatePromise
UpdatePromise does more than create industry changing products. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream, innovate and create. Our culture thrives by embracing diversity and rewarding imagination. We seek achievers, leaders and visionaries. At UpdatePromise it’s about each person bringing skills and passion to a challenging and constantly evolving world of technology.
UpdatePromise is a technology company. From our flagship Auto-Body Review product that changed an industry, to our full suite of products geared towards communication and automation, managing big data and providing leading edge engineering and systems support, our teams at UpdatePromise exist to revolutionize the future at the confluence of tech and communication.
We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.
Details
Employment Type
Full Time
Location
Remote
Workplace type
Fully remote
Compensation
$55,000 - $62,500 / year
