Experienced Call Center Representative

2 weeks ago

Toronto, Canada MerrcoPayfirma Corporation Full time

**Merrco**

Headquartered in Toronto and founded in late 2016, is the leading Cannabis Payments Platform in Canada.

MerrcoPayfirmas's omnichannel payments platform offers a secure and compliant solution for instore retail, mobile click and collect, and ecommerce. The platform also includes merchant invoicing, recurring billing capabilities and EFT offerings to support vendor, client and batch payments. With white label capabilities and enhanced reporting for data analytics and simple reconciliation, Merrco has built deep partnerships and relationships across the cannabis technology and merchant eco-system.

Led by a passionate and engaged leadership team, Merrco is dedicated to platform innovation, industry diversification and geographical expansion.

**The Role**

The Merrco Customer Experience Representative will act as an advocate for our clients and their day-to-day needs. You are a professional who understands the importance of building and nurturing relationships with our customers as well as with our business partners.

The individual best suited to this role will be an experienced call center service rep who is customer-centric, proactive, positive, creative, outgoing, willing to learn and able to build strong relationships. You should enjoy a fast-paced, collaborative work environment, have a positive attitude and a drive for success.
- Identify merchant needs, empathize and provide appropriate solutions.
- Take ownership, carefully managing, monitoring and following up with customer inquiries in a timely manner.
- Participate in the investigation and resolution of merchant inquiries and engage appropriate teams.
- Regularly monitor and respond to slack channels for important updates and partner inquiries.
- Follow and track all merchant inquiries in Salesforce
- Meet or exceed monthly targets related to performance, case management, product referrals, call quality, and attendance.
- Keep abreast of business and workflow changes.
- Use available resources and follow job aids to provide accurate information when servicing customers.
- Follow all internal business-related policies and procedures.
- Comply with data integrity, attendance, code of conduct and other business policies.
- Other customer experience duties and project support as requested.

**Skills and Experience Required**
- A proven track record of delivering outstanding customer service
- Exceptional communication skills, both written and verbal
- Exceptionally strong work ethic and flexibility with working hours
- Familiarity with Excel and its basic functions
- Payment processing experience, in the payment card industry, is an asset
- Experience with Salesforce (not required but an asset)
- Flexibility to adapt to a constantly changing environment

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