Celero Commerce is looking for a Customer Service Representative. The Customer Service Representative is crucial for maintaining high standards of customer interactions and service delivery. This role involves responding to customer inquiries via telephone, email, and chat, ensuring problem resolution in line with Celero’s service standards. The Customer Service Representative will handle routine and non-routine communications, manage ticketing systems, and engage with various internal teams to support customer needs effectively. If you feel you are the right fit for this position, we look forward to hearing from you!

Responsibilities:

Respond to customer inquiries through calls, chats, and emails from both internal and external sources.
Achieve weekly and monthly Key Performance Indicators (KPIs).
Manage daily tasks utilizing the CRM, ensuring accurate tracking and resolution of tickets.
Process changes with each designated processor and navigate multiple system environments.
Provide assistance with Payment Card Industry (PCI) compliance inquiries.
Collaborate closely with Risk, Technical Support, Merchant Support, and Contract Management teams.

Experience & Requirements:

High School Diploma or equivalent required.
A minimum of 2 years of relevant experience in customer service.
Proficiency in handling customer service queries via phone.
Experience with TSYS/FiServ systems is highly desirable.
Familiarity with Microsoft Office and strong technical skills preferred.
Ability to work independently, requiring minimal supervision post-training.
Capability to make decisions and offer recommendations on moderately complex issues. Excellent communication and interpersonal skills.
Strong problem-solving skills and ability to navigate complex customer service issues.
Capacity to work efficiently in a fast-paced environment.
Demonstrated ability to manage time and prioritize tasks effectively.

Work Locations:

This position offers flexibility with location options including in-office (Brentwood, TN or Glendale, CA) or remote work for candidates specifically with experience in this type of role with TSYS/FiServ systems.
Standard office hours with potential need for flexibility depending on business requirements.

Celero Commerce provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. This is a non-exempt position with an hourly pay rate of $25/hour - $27/hour, onsite in the Glendale, CA office M-F. Please Note: Celero Commerce participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization. We are unable to provide visa sponsorship now or in the future.