Celero Commerce

The Customer Service Specialist performs a pivotal role in providing exceptional customer support via telephone, email, and chat. Responsibilities involve resolving payment and account inquiries, ensuring compliance with company guidelines, and fostering positive relationships with clients. This role is instrumental in retaining our existing customer base and contributing to the company's growth.

Responsibilities

• Work efficiently within a phone queue to address a diverse range of payment and account inquiries from customers.
• Provide comprehensive and accurate responses by effectively using client systems and established processes.
• Perform data entry tasks to maintain accurate customer records and process requests.
• Troubleshoot and problem-solve customer requests to achieve satisfactory resolutions.
• Develop a strong understanding of the company's products and services, enabling you to assist clients effectively.
• Maintain knowledge of compliance guidelines to ensure customer interactions are aligned with regulatory requirements.
• Participate in job-related classes and webinars to enhance your skills and stay updated on industry trends.
• Adhere to company policies, procedures, and safety standards to ensure consistent and reliable service.
• Collaborate with cross-functional teams to address complex customer issues and provide seamless solutions.
• Perform additional duties assigned as part of your role.

Experience & Requirements 

• 1-2+ years of experience in the Payments Industry or Merchant Services
• High School diploma required
• Strong call center experience, highlighting your ability to handle customer inquiries effectively
• Self-motivated and capable of working independently with minimal supervision
• Ability to apply broad knowledge across multiple tasks and responsibilities
• Demonstrated capability to work on projects ranging from routine to moderately difficult, including the ability to make decisions regarding issue resolution
• Excellent analytical, organizational, and troubleshooting skills to navigate complex customer inquiries
• Proficiency in Microsoft Office Suite, particularly Excel, Word, and Outlook
• Skillful in maintaining organization while effectively prioritizing tasks and workflows
• Aptitude for understanding, interpreting, and analyzing data to drive informed decisions
• Perform job functions in the best interest of Celero’s financial situation above all else 
• Able to navigate ambiguity, while exploring innovative solutions and driving business impact 

Reports to: Customer Service Manager
Start date: Immediate
Location: In office, Brentwood, TN
Benefits: We provide a comprehensive benefits package including health insurance, dental, vision, life insurance, identify theft protection, paid time off, and 401k (4% match).      

Celero Commerce provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please Note: Celero Commerce participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization.