Customer Service Associate II-Business

Job Description

Are you ready to unleash your full potential?  We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world. 

About the team: 

We as a team of associates are the voice of Worldpay – a great responsibility to our organization.  Our team of Customer Service Associates provide a world-class level of customer service to our merchants. It will be important that you ensure service expectations are met while establishing a professional rapport with each customer. We believe our partners and merchants are the most important aspect of our business, and our determination to be the best that Worldpay has to offer rings true with each associate through training, knowledge, and a desire to excel. Our diverse associates—new graduates and career changers alike—come from a variety of backgrounds. Computer skills, stellar problem- solving abilities and the necessary interpersonal skills to be successful in a customer-facing environment are strongly preferred. 

What you will be doing 

You will be providing customer support by instant messaging (webchat), phone, or email to business customers. Processing a high volume of customer inquiries of Worldpay products and services. You identify the root cause of the problem and use tools and resources to appropriately determine how to resolve the customer's issue. You will track and document inbound webchat support requests and ensure proper notation of the situation. You will be responsible for meeting quality standards, maintaining an excellent customer experience (ASAT), and adhering to your schedule. 

·       You will address a high-volume contact center responsible for omni-channel servicing via chat, voice, and email. 

·       You will address a variety of customer inquiries from general customer service to technical support. 

·       You will proficiently utilize multiple computer applications to properly service merchant requests by webchat. You will service up to two webchats simultaneously.  

·       You will be proactively identifying merchant’s needs utilizing available resources. 

·       Department operating hours are between 8 am and 8 pm Eastern. You will work a FLEX schedule; being available to come in 1-hour early or stay 1-hour later than your regular work schedule.  

What you bring: 

·       Ability to remain composed and customer focused at all times 

·       Proficient in written communication to include use of proper grammar and spelling 

·       Payments processing or call center environment experience 

·       Ability to articulate actions taken & properly set expectations for servicing resolution 

·       Working knowledge of PC/laptop and Microsoft Office applications – focused on Teams and Outlook 

·       Ability to prioritize and manage time effectively 

·       Ability to effectively communicate – both written and verbal 

·       Comprehension of various technology, i.e., browsers, internet connection, payment devices 

Added bonus if you have: