Senior Customer Service Specialist

Infinity Data Corp. is a leader in providing B2B Financial Services to Merchants throughout the NorthEast. We have an opening in our busy call center for a Senior Customer Service Specialist to assist in our mission- to grow even more and provide the best in Customer Satisfaction and  financial services to our customers.


Customer Service Representative 2 (CS2) is the second step in your career path with Infinity Data.  The CS 2 functions as a member in the customer service department who takes merchant calls, providing technical and administrative support.  By doing this the CS 2 contributes to service level and quality. CS 2 is at a more self-sufficient level and is able to handle most situations.Principal Responsibilities

  Available to answer phone calls at all times, providing exceptional customer service and representing Infinity Data in a professional and knowledgeable way  Ability to deal with unexpected situations and escalate sensitive issues with others is required; escalate calls as needed to a customer service specialist, if unable to assist the Merchant with an issue or if unaware of procedure.  Following up with Merchants, providing dead lines and calling out to merchants if a phone call is needed and the information is not yet available  Responsible for achieving and maintaining professional phone etiquette as coached by MAGIC program  Check work performed by staff members, assuring adherence to policies, procedures, deadlines and quality standards, makes recommendations for procedural changes when necessary. Researches, processes and resolves complex transactions, relaying problems to management when necessary.  May be exposed to negotiating rates and elevate monetary adjustments to CS 4.  Special projects as assigned, directs and trains others as directed by managementJob Qualifications  Knowledge of systems (Televantage, Gold Mine, Client Line, Matrix, and Outlook) and paperwork included with application.   Infinity Data procedures (Escalation procedure) Customer service phone etiquette techniques required.  Product knowledge, Terminal knowledge and information

 

Skills and Abilities Communication skills.  Ability to listen, speak, and write effectively is required in order to respond to merchant inquiries and requests as well as instruct others on work procedures and priorities.  Ability to deal with unexpected situations and escalate sensitive issues with others is required.Customer service orientation; tact/diplomacy skills are required in interfacing with merchants on highly sensitive issues  Typing and 10-key skills are required to use calculator and operate a computer terminal Analytical, problem-solving, and follow-through skills are required for reviewing, researching information and finding answers 



Infinity Data employees currently enjoy: Industry competitive salaryMedical Benefits401KBonuses Complimentary Health Club MembershipFun, fast paced working environment Career Advancement

 

Interested and qualified candidates, please send your resume, cover letter and salary history to: hr@infdc.com

or call: (888)463-6196.