Job Description

Priority Commercial Payments-PRCP

Summary:        

Customer Care Level 2 is responsible for answering phone calls and emails pertaining to client support

and being the primary contact for the client and providing exceptional support services.  Other duties

may be assigned and/or required.

Essential Functions:

  • Providing an excellent customer experience during creation and research of ACH transactions in a manner that exceeds the customer’s expectations.
  • Seamless project / incident management through all phases of the customer relationship - coordination with customer, technical resources and support personnel.
  • Listening carefully for customer feedback by monitoring customer interaction workspaces and other online environments.
  • Communicating regularly with the customer to evaluate satisfaction and proactively identify upcoming needs.
  • Coordinating with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.
  • Conforming to all necessary operational disciplines (process, metrics, tools & controls) that ensure that the customer experience is professional, consistent and meets expectations.
  • Responsible for customer setup and/or audit, as well as, user setup/audit.
  • Deliver high quality and accurate customer communications and reporting that enables customers to clearly understand issues and resolutions.
  • Develops and maintains communication in a cooperative and professional manner with all levels of management, employees and customers.
  • Performs other duties and responsibilities as required or requested.

Work Hours:

  • 11:00 AM- 8:00 PM 

Education and Experience Required:

  • 5 years experience in system support preferred.