Customer Support Representative, Payment Services

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the number 1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…

The Payments Customer Support Representative provides support and step-by-step solutions for end-user (customer) payments software-related questions. Support is provided by clearly communicating solutions in a user-friendly and professional manner. The person in this position must be engaging, service-oriented, and technically minded. Payments Customer Support Representatives commit to excellence and provide the best customer experience.

What You'll Do....

• Deliver customer service and support to end-users, via remote connection, email, or over the telephone, while using and operating automated call distribution phone software, and in-house customer management system
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
• Adding services to existing customer accounts such as the ability to process credit cards or change card types accepted
• Updating internal systems with customer information & correspondence
• Interface with various departments to facilitate customer needs and requests and service escalations and redirect problems or issues to the correct resource
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Follow up and make scheduled call backs to customers where necessary
• Maintaining excellent customer support and communications.

Requirements

Our Ideal Candidate Will Have…

• Experience with Accounting principles
• Professional phone etiquette
• Excellent communication skills, both verbal and written (typing/email)
• Ability to communicate technical information to non-technical audience
• Proficiency with Microsoft Office applications
• Knowledge of customer service principles and practices
• Active listening skills
• Multi-tasking capabilities
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Make customer’s needs a primary focus of one’s actions, developing and sustaining
• Productive customer relationships
• 1+ years of customer service experience

Benefits

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$24-$28/hour DOE

Location

This position is based in our Denver office. We are currently in a flexible hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver office a few days a week.