About Paysafe Group
Paysafe Group (Paysafe) is a leading global provider of end-to-end payment solutions. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, card issuing and online cash solutions.
With over 20 years of online payment experience, an annualized transactional volume of over US $80 billion, and approximately 3,000 employees located in 12+ global locations, Paysafe connects businesses and consumers across 200 payment types in over 40 currencies around the world.
Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments.
The Premier Client Services representative will oversee, manage, and communicate with assigned customers on a consistent and ongoing basis through all aspects of their processing account to ensure customer satisfaction; the representative will be the customer's main contact with iPayment after program inception.
The Premier Client Services representative is expected to fully comprehend and have an extensive understanding of all functions within the call center as well as other internal departments. Additionally, this position requires extensive knowledge of First Data reporting, profound industry experience, excellent rapport with staff and customers as well as driving performance to meet customer satisfaction.
Managing a list of clients ensuring consistent and pro-active communication.
Build on-going relationships with selected cliental professionals, providing superior customer service and support.
Work in a fast paced, team-oriented environment to achieve business goals.
Accomplish targeted performance objectives with a positive and can-do attitude.
Support, educate and train cliental with new product offerings.
Develop a trusted advisor relationship with client contacts and build a service plan to achieve client expectations.
Meet customer needs and maintain a loyalty relationship by acting as a liaison between billing, customer service, technical support, and any other internal needs to resolve issues timely and effectively.
Stay engaged with customers to deepen and widen relationships and recognize new opportunities through regular proactive communication.
Alert management of unusual, at risk situations or escalations.
Responsible for overall client retention and quality service standards.
Retrieve and analyze iWorkflow tickets to ensure client concerns are addressed and satisfaction is met in a timely and professional manner.
Develop and deliver superior and consistent account management.
Ensure overall satisfaction of assigned accounts.
Maintain appropriate and constant communication with assigned clientele.
Demonstrate a strong bias for learning and keep up to date on industry and management trends.
Assumes all other responsibilities which may be assigned by the iPayment, Inc. management team.
Excellent analytical and problem-solving skills, with a technical aptitude.
Positive attitude, energetic approach, and self-motivation.
Excellent communication and interpersonal skills.
High performance orientation; has a "Raise the bar" mentality, constantly striving to reach new levels of performance.
Well organized with a high level of attention to detail.
Experience and Education
3 - 5 years in a business office environment.
Associate or Bachelor's Degree strongly preferred.
Experience in customer service, communication or sales role.
Able to work effectively and efficiently with professionals who have varying degrees of product and technical proficiency.
Proficient to advanced Microsoft Office and Windows base application skills.
Prior customer relations experience within a call center and financial services environment.
Account management experience preferred.
Extensive knowledge of all relevant programs.
Comprehensive understanding of company and internal department roles, policies, procedures and functions.
Strong record of achievement in a culturally diverse organization.
Demonstrates progression in work experience within a single or multiple organizations.