Customer Care Representative

Role overview Support merchants who use card payment services by answering questions, diagnosing processing or terminal issues, and helping resolve service and authorization problems. This is a home-based contact center role with a five-week training period and scheduled shifts starting between 10 a.m. and 1 p.m. Eastern Time.

Responsibilities - Respond to merchant questions and service issues by phone. - Troubleshoot payment processing, authorization, and terminal problems, then guide merchants toward a resolution. - Explain relevant policies and procedures, and request exceptions when appropriate within established limits. - Identify complex issues and resolve them where possible or escalate them through the appropriate channels. - Manage call time while maintaining helpful, high-quality service.

Requirements - High school diploma or equivalent. - At least six months of customer service experience. - Clear telephone, verbal, and interpersonal communication skills. - Strong problem-solving skills and the ability to handle difficult customer calls. - Comfortable navigating multiple software tools, including Microsoft Office applications.

Nice to have - At least 12 months of contact center experience. - Experience identifying and resolving or escalating complex service issues. - Good negotiation and time-management skills.

Benefits and work setup - Home-based role; applicants should live in or near Phoenix or Tempe, Cincinnati, Charlotte, the Twin Cities, St. Louis, Milwaukee, or Atlanta. - Starting pay is $20 per hour. Training is scheduled for five weeks, beginning January 6. - Benefits include medical, dental, and vision coverage; life and disability insurance; parental leave; retirement plans; paid vacation and holidays; adoption assistance; and sick and safe leave.