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Sr. Customer Service Rep

Company: Heartland Payment Systems
Location: Rochester
Posted on: August 17, 2019

Job Description:

Summary: Heartland School Solutions, a division of Global Payments, is a fast-growing computer software and service company in the school foodservice marketplace. We are seeking self-motivated, personable individuals with an aptitude toward training and customer service. We offer a fun work environment, competitive wages, and excellent benefits. Our organization continues to set the standard for product development and customer support that the rest of the industry is measured by. Job Details: This is a Team Lead position with an emphasis on leadership, software troubleshooting, and complex problem solving. Key Job Responsibilities - Receive inbound calls and emails, and work with customers to analyze and resolve account inquiries and software operations issues. - Serve as an escalation point of contact for urgent and complex issues. - Manage unresolved and ongoing problem tickets to successful completion. - Research, document and communicate ongoing issues. Use appropriate information systems to track status and flag unresolved items for follow-up. - Coach, motivate, train, and mentor Customer Service professionals. - Create and edit working documents for internal support (interactive spreadsheets, wiki pages, user guides, etc). - Assess complex and escalated product issues, and resolve or delegate resolution as needed. Create documentation and deliver training as needed. - Attend meetings and/or represent departmental supervisors and managers. - Offer suggestions to streamline processes and improve our agent and customer experience. - Assist with testing and training of new products, hardware, software, processes, and tools. - Develop training curriculum and train new and current employees on new services and changes to existing services. - Work closely with MySchoolBucks support teams to identify current support trends, track issues, and develop improvements. - Research and resolve or delegate special projects as needed. The ideal candidate will possess: - Associates or Bachelors degree in a business or technology related field - A minimum of 3 years combined customer service and leadership experience in a call center environment - Strong organizational and written communication skills - Able to multitask and prioritize objectives based on urgency and severity - Demonstrated success in: - Leadership and coaching - Developing client and peer relationships - Creating working documents (interactive spreadsheets, wiki, user guides, etc) - Project management and complex problem solving Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Keywords: Heartland Payment Systems, Rochester , Sr. Customer Service Rep, Sales , Rochester, New York

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