Customer Service Specialist

As a Customer Service Specialist (CSS) at epay, you will play a key role and part of our Back Office Operations focused on ensuring seamless experience, maintaining a high level of accuracy and professionalism, for our business partners and customers by supporting the onboarding and servicing of our diverse channel partners.

Key Responsibilities

• Review and Archive Paperwork: Ensure all required documentation is complete and archived appropriately according to established guidelines.
• Onboarding Business Accounts: Facilitate the onboarding process, ensuring all necessary information, settings or applications are set up accurately and promptly.
• Customer Support and Outbound Campaigns: Deliver top-tier customer service through phone, email, and chat by assisting partners with daily operations, solution-driven through knowledge-based troubleshooting, conduct professional outbound calling campaigns, maintaining and improving customer relationships while meeting outreach goals
• Pilot Projects and Process Improvement: Participate in special assignments and pilot projects to support new initiatives, solution testing, contribute to process documentation to ensure consistent quality and continuous improvement.
• Cross-Team Collaboration and Issue Escalation: Act as a liaison between the Customer Service Team, Management, Account Managers, and epay Tier 2/3 departments to enhance both the customer experience and business efficiency by identifying areas of opportunity, escalate as necessary and provide suggestions for potential improvements.
• Overflow Support: Manage inbound call and chat overflow during peak times and assist the front-line support team when requested by Supervisors or Shift Managers.
• Floor Support: Serve as a floorwalker to support and guide customer service agents as needed, sharing knowledge and best practices in real time.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Requirements:
Skill Requirements:

• Excellent listening, verbal, and written communication skills with professionalism.

· Ability to manage time effectively, adapt to changing priorities, simultaneously handle different tasks, organizing and prioritizing them in communication with the peers.

· Ability to interact and communicate with people over the telephone, e-mail and chat.

• Initiative, problem-solving: As a leadership position, decision making is a must.
• Ability to work efficiently without supervision and complete assigned tasks meeting targets.
• Professional attitude with good people skills.
• Fluent in both English & Spanish.
• Proficient with Windows and Microsoft Office workplace ecosystem.

· Basic Excel knowledge.

Benefits:
Full-time position (40 hours per week).

2 days off per week.

Competitive base salary.

100% company-paid life insurance.

50/50 health insurance (optional).

50/50 educational scholarships (optional).

Annual salary review.

Internal savings and credit association.

Christmas bonus above legal requirements.