Customer Service Representative

1 week ago

Richmond Hill, Canada Paymentus Full time

**_Customer Service - Job Description_**

**Summary/Objective**

The **Customer Service Representative** is a role that requires the agent to be available on a queue to answer calls and respond to customer inquiries, including but not limited to: payment processing, payment information inquiries, troubleshooting technical issues, etc.

**Essential Functions/ Responsibilities**
- Process payments for our client's mutual customers (Inbound and Outbound).
- Assist customers by explaining procedures, answering questions, and providing relative information in a professional business manner.
- Follow call center scripts and processes when handling different topics.
- Work collaboratively with Customer Service, Operations, Marketing, and Sales to improve client satisfaction.
- Be available to work on Statutory Holidays and/or as needed by the business.

**Education and Experience**

**Required**:

- Minimum two years of customer service experience.
- A secondary school diploma or minimum of high school diploma.
- Inbound call center customer service experience.
- Proficient in English and/or Spanish.

**Expected Hours of Work - This is a full-time position, 40 hours per week.**

**Work shifts**:
All employees receive a 1hour lunch break and two 15 minute breaks during each shift. The Monday - Friday shifts **rotate every 2 weeks**. Each team member might work a Saturday every 3 - 4 weeks and you might work a Sunday every 6 - 8 weeks.

**Week Day Shift Options (Monday - Friday)**:

- 8:00AM - 5:00PM
- 9:00AM - 6:00PM
- 10:00AM - 7:00PM
- 11:30AM - 8:30PM
- 1PM - 10PM

**Weekends (Saturday & Sunday)**:

- 8:00AM - 5:00PM

**Work Environment**

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and printers.

**Physical Demands**

The CSR is required to be working at their desk in front of their laptop for the duration of their shift (standing or sitting) with regular breaks.

**Other Duties**

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

**EEO Statement**

**Reasonable Accommodation**

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Evening shift
- Holidays
- Monday to Friday
- Morning shift
- Weekend availability

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Richmond Hill, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)

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