Sr. Customer Service Rep

Other Jobs To Apply

No other job posts for this day.

About the position

Verifi, Inc., a Visa company, is currently hiring for a collaborative team-oriented Senior Customer Service Rep to support our clients. In this role, you will be responsible for developing creative solutions by researching and responding to basic and complex inquiries from internal and external clients regarding Verifi business unit’s dispute products and services. Essential Functions: Setting up, maintaining, and deactivating all service configurations for new and existing clients. Researching, tracking, and communicating issues identified by internal monitoring alerts related to Verifi services. Responding appropriately and timely to inquiries from internal and external clients (merchants, partners and issuers) to ensure department SLAs and client expectations are met. Troubleshooting problems identified by external or internal clients and collaborating with various business teams to address and resolve issues identified. Creating client communications, including but not limited to standard maintenance notifications and Incident Reports. Rotating on-call coverage. Additional duties may be assigned as required. This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager. Office hours are Friday - Tuesday 8am-5pm

Responsibilities

  • Setting up, maintaining, and deactivating all service configurations for new and existing clients.
  • Researching, tracking, and communicating issues identified by internal monitoring alerts related to Verifi services.
  • Responding appropriately and timely to inquiries from internal and external clients (merchants, partners and issuers) to ensure department SLAs and client expectations are met.
  • Troubleshooting problems identified by external or internal clients and collaborating with various business teams to address and resolve issues identified.
  • Creating client communications, including but not limited to standard maintenance notifications and Incident Reports.
  • Rotating on-call coverage.
  • Additional duties may be assigned as required.

Requirements

  • Must have a High School diploma or equivalent or relevant work experience.

Nice-to-haves

  • 2+ years’ experience in a B2B client or merchant services environment setting up, maintaining and deactivating service configurations, including communicating technical issues between external clients and internal technology teams.
  • 2+ years’ experience in a CNP (card not present) environment, including understanding of CNP transaction lifecycle.
  • 2+ years’ experience handling on-call escalations outside standard business hours.
  • Experience analyzing large amounts of data to identify trending metrics, potential system, or product enhancements, and/or overall product success.
  • Background researching, tracking, and communicating issues identified by external and internal clients.
  • Experience troubleshooting issues using monitoring tools, such as Grafana or Interna for email alerts.
  • Understanding of and ability to meet department Service Level Agreements (SLA).
  • Flexible to work weekends, evenings, and holidays, along with being on-call, as scheduled.
  • Ability to work independently while monitoring multiple systems or collaboratively to help reduce resolution time or client impact.
  • Proficiency in MS Office, specifically Excel.
  • Experience identifying opportunities for potential client upsells or contract extensions.
  • Experience with using Salesforce classic/Microsoft Dynamics, including case management and reporting features.
  • Experience reviewing HTML and API logs.

Benefits

  • Medical
  • Dental
  • Vision
  • 401 (k)
  • FSA/HSA
  • Life Insurance
  • Paid Time Off
  • Wellness Program
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...