Customer Service Representative II Point & Pay - Hybrid (Oldsmar, FL) Point & Pay by North. Custom payment solutions for government and utilities.
The Customer Service Representative II is responsible for providing customer service to Point & Pay clients and end-users via phone, email, and a web-based CRM (Customer Relationship Management), as well as communicating effectively with internal teams to resolve issues and share information.
What you'll do: - Manage inbound calls from consumers and processes payments online.
- Handle inbound calls from clients and assist with login/password issues.
- Use the CRM Salesforce to document, track, and monitor issues to ensure a timely resolution.
- Conduct training sessions for clients, sometimes providing custom training.
- Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
- Own resolution of technical, reporting and end-user issues by working with multiple support department and resources.
- Maintain and grow knowledge of the platform and proprietary technologies.
- Research, and solve issues regarding returned checks and chargebacks.
- Troubleshoot over the phone or online any issues related to customer payments.
What we need from you: - High school diploma or GED.
- Minimum one year customer service experience.
- Technical support experience highly preferred.
- Experience with a CRM highly preferred.
- Ability to manage complex customer issues, and utilize learned solutions to apply appropriately.
- De-escalate customer interactions with a professional demeanor.
- Excellent verbal and written communication skills.
- Strong computer skills with knowledge of Google Suite programs.
- Ability to multitask and manage advanced case load involving client technical and financial research.
- Positive attitude and team player with the ability to adapt to changing priorities.
- Ability to maintain solid documentation, and work with multiple clients on different issues with different timelines.
What we offer: We offer a comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally. Some of our perks include:
- Medical, Dental, & Vision Coverage
- Paid Time Off
- 401(k) + Match
- Mental Health Support & Well-Being Program
- Paid Maternity & Paternity Leave
- Education Assistance
- Company-funded Lifestyle Spending Account
Who we are: Point & Pay by North builds and integrates advanced payment solutions for governments, utility companies, courts, HOAs, property management companies, and other industries with unique payment needs. Solutions cover the entire payment lifecycle, from paper and electronic billing to online presentment and remittance processing.
At
North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.
To learn more about North and our family of companies, visit our website: