Customer Service Representative II at Point and Pay LLC in Oldsmar, Florida

Job Description:

Customer Service Representative

Point & Pay - Oldsmar, FL

Position is remote to start due to Covid-19. 

Your choice of shift - 8-5, 9-6, 10-7 or 11-8 

The Customer Service Representative position with Point & Pay is responsible for providing customer service to Point & Pay clients and end-users via phone, email, and a web-based CRM (Customer Relationship Management), as well as communicating effectively with internal teams to resolve issues and share information.      

What else you'll be doing:

• Manage inbound calls from consumers and processes payments online.


• Handle inbound calls from clients and assist with login/password issues.


• Use SalesForce to document, track, and monitor problems in SalesForce to ensure a timely resolution.


• Conduct training sessions for clients, sometimes custom training.


• Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.


• Own resolution of technical, reporting and end-user issues by working with multiple support department and resources.


• Maintain and grow knowledge of the platform and proprietary technologies.


• Research, and solve issues regarding returned checks and chargebacks.


• Troubleshoot over the phone or online any issues related to customers’ payments.

What we need from you:

• High school diploma or equivalent.


• Minimum one (1) year customer service experience.


• Ability to manage complex client and customer issues, explore client issues by recalling previous solutions and apply as necessary, and deescalate with a professional demeanor.


• Good verbal and written communication skills, and computer skills with knowledge of Microsoft Office programs.


• Ability to multitask and manage advanced case load involving client technical and financial research.


• Good positive attitude, team player, with the ability to adapt in a changing environment while managing changing priorities with ease to get the job done.


• Ability to maintain good documentation to stream line processes and eliminate rework as focus shifts, and work with multiple clients yield different results on different timelines.

About us: 

Point & Pay, a wholly owned subsidiary of North American Bancard, designs, builds, and integrates unique payment solutions for governments, utilities, courts, and more. Our efficient, flexible systems enable clients to accept credit card payments or e-Checks

North American Bancard helps businesses prosper through smarter commerce for all and we're committed to building the next generation of payment technologies and experiences. More than 250,000 satisfied merchants trust us to process more than $34 billion worth of transactions every single year. Propelled by cutting-edge technology, user-friendly products and features, and the best customer service in the business, we continue to innovate to satisfy our clients and their customers.

At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.

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