Client Care Support Representative

Austin, TX

The Client Care Representative will be part of our award-winning Customer Support team responsible for supporting the business and technical needs of our growing merchant base. As a Client Care Representative, you will be assisting Authorize.Net merchants and partners with their payment gateway accounts through inbound phone calls. This position will be located in Austin, Texas.

Specific Responsibilities will include:

Respond to incoming and partner requests quickly, proficiently and professionally while meeting specific key performance indicators
Answer merchant questions and resolve problems related to billing, account management, website integration, connectivity methods and other technical issues
Thoroughly and efficiently document cases in customer relationship manager system (Dynamics)
Update cases (Dynamics) with current status of all ongoing issues and merchant contacts
Collaborate with Team Leads, agent support, product support specialists and partner groups as needed to provide one-call resolution

Position Details:

Competitive start rate with shift differential along with quarterly bonuses and an annual review of compensation.
Paid 6 week training that begins on 3/7/2022. Training schedule is Monday-Friday 9:00am-6:00pm
Shifts start times vary from 7:00 am to 12:30 pm 7 days a week
Extensive coverage for Medical, Dental, Vision insurance from top-notch networks of doctors and facilities with no waiting period
401k plan with company 2 to 1 match ($2 for every $1 you contribute up to 5% of your base pay for a total of 10%)- always fully vested
Generous paid time off (21 days for years 1-5, and increases after that)
12 paid holidays per year
Education assistance, adoption assistance, and commuter assistance
Rewarding environment with opportunity for career advancement
Employee stock purchase program allows employees to purchase Visa stock at a 15% discount

Qualifications

Basic Qualifications:

Must have a High School diploma or equivalent

Preferred Qualifications:

1 or more years of work experience
Customer service experience required. Prior experience in call center, financial industry, ecommerce, or technical environment is preferred
Demonstrated commitment to the businesses key performance indicators and exceptional customer service
Excellent verbal and written communications, interpersonal skills, strong team engagement, problem solving and multi-tasking skills required
Must be able to have meaningful conversations that will lead to merchant loyalty and reduce merchant attrition
Must have punctual, regular and consistent attendance

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.