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Simpay · 1 day ago

Client Success Specialist

Trevose, PA

Full-time

Onsite

Entry Level

1+ years exp

Simpay is a company focused on exceptional client experiences and driving revenue growth. The Client Success Specialist plays a critical role in managing client inquiries, fostering relationships, and ensuring client satisfaction through effective communication and service.

AppsFinancial ServicesMobile PaymentsPayments

Responsibilities

Client Inquiry Management: Monitor and route incoming emails and phone requests, creating department tickets and acting as a liaison between departments to ensure timely completion of requests

Account Management: Assist clients with account-related changes and answer general inquiries regarding supported equipment, additional services, and account maintenance via phone, email, and Teams

Ticket Management: Review, research, and update tickets as needed, addressing account changes, updates, refunds, cancellations, escalations, research, and reporting, all within Service Level Agreement (SLA) goals

Continuous Learning: Maintain up-to-date knowledge of company policies, procedures, and Simpay supported products and services

CRM System Proficiency: Utilize standard Simpay CRM systems, including Gravity, HubSpot, SalesView, Agreement Express, Access One, and the PCI Portal

EOS Participation: Actively participate in and manage Entrepreneurial Operating System (EOS) responsibilities, including meetings, Rocks, To-Dos, Scorecards, Cascading Messages, 1:1s, and Quarterly Conversations

Proactive Client Outreach: Make outreach calls to Simpay clients as needed

Additional Duties: Perform additional tasks as assigned

Qualification

Customer service experienceCRM System ProficiencyMerchant services knowledgeMicrosoft Office SuiteAnalytical skillsVerbal communication skillsWritten communication skillsAttention to detailTeam collaborationGoal oriented

Required

1+ years in inbound/ outbound call center customer service experience within the credit card industry strongly preferred

Excellent verbal and written communication skills, including tailoring communication context and style to each audience and communicating cross departmentally with peers and senior leadership

Strong understanding of merchant services processing industry with respect to Visa/MasterCard and interchange knowledge, preferred

Proficient with Microsoft Office Suite O365 (Outlook, Excel, Word, etc.)

Excellent analysis skills and ability to embrace innovative technologies, preferred

Proven ability to deliver results, achieve commitments, prioritize, and exceed expectations

Ability to drive focused decisions within specific areas of content, key contributor to decisions beyond specific scope of content

Keen diligence to details with a high degree of accuracy on work output

Familiarity with working under minimal supervision, to include ability to plan own tasks/goals and learn from mistakes

Enthusiastic about exceptional client support service, internal and external, through an elevated level of integrity, energy, initiative-taking, and goal oriented behavior

Ability to work in office environment