Customer Support Representative job description

The Group: The Products group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group's product management, product development, and service teams collaborate with our Client Solutions group to help provide clients with relevant products and bundled solutions.

The Role: Client Support Representatives (CSRs) provide “smart, fast, and nice” end-user support on-demand via phone, email, chat or other “remote” tools. CSRs are considered the first line of support for our products, and engage with end-users across various customer segments, including individuals, advisors, and institutions. They are support generalists with a practical level of knowledge across a range of products and customer types and expertise spanning usage, investment, and basic technical issues.
This position will be based in our Oakland, Maryland office.

Responsibilities
Responding to client (end-user) questions/inquiries via telephone, email, and (in the future) chat in a complete, accurate, and timely manner in accordance with service level standards (SLAs) Troubleshooting client issues and resolving or escalating appropriately Managing occasionally unhappy client interactions and de-escalating emotionally charged situations when necessary.Balancing service-delivery efficiency with quality of care Continuous process improvement, looking for smarter and better ways to serve clients Ongoing education and skill-building (self-administered as well as centrally administered) with respect to service process, investing, product, and customer context Ad hoc projects designed to leverage product/client knowledge while gaining exposure to other areas outside of customer service Providing feedback to sales and product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with clients and analysis of support data/logs Participating in the onboarding/training of new CSRs and other new hires who can benefit from product and client understanding

Requirements
Excellent written and oral communication, with excellent interpersonal skills. Strong problem solving and analytical skills with high attention to detail, and excellent time management.Proficiency with Windows-based applications.Fast learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.Sound client service skills with a proactive approach, and take ownership of issues as they arise.An interest in the investment industry.Bachelor's degree is preferred.

Morningstar is an equal opportunity employer.

As a Customer Support Representative, you will be responsible for interacting with customers (merchants), Independent Sales Organizations, (ISO's), Independent Business Analysts (IBA's), Sales Agents, Alliance Partners and vendors on behalf of EVO Payments, Inc. This position is also responsible for providing information about products and services, answers billing questions, researching caller complaints, and providing Tier 1 support for equipment related inquiries. This position also plays an important role in establishing and maintaining the company's reputation by maintaining professionalism at all times.
What you’ll do:
Confer with merchants, ISO’s, IBA’s, Sales Agents, Alliance Partners, Vendors and Internal Departments by telephone in order to provide information pertaining to account inquiries, products and services or to obtain details of complaints Keep records within EVO CRM's of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken Research customers' service or billing complaints to determine what action needs to be taken to resolve their issues Check to ensure that appropriate changes were made to resolve customers' problems Refer unresolved customer grievances to designated departments for further investigation Determine charges for services requested and explain deposits, refunds, and or payments Identify opportunities for potential sales leads and upsells on products and services Recommend improvements in products, service, or billing methods and procedures in order to prevent future problems Maintain work queue and completing work items that are assigned within a timely manner Initiate outbound calls to customers that may require follow up for additional research with escalated cases Review and respond to incoming emails within a timely manner Navigate through Front-End and Back-End systems to research accounts Access and understand account information, billing information, transaction records, terminal details, and any associated account profiles Access and handle documents with sensitive information, in accordance with company policy Identify and escalate caller complaints to the appropriate escalation groups Use scripts as addressed by management to assist with call handling and reporting Understand Net Promoter Score metrics to achieve the positive response rate from merchants pertaining to Customer Satisfaction Surveys Maintain time management (i.e. clocking in/out) Complete job related projects and additional duties as assigned by management staff
About you:
2+ years of Customer Service experience (preferred) High School diploma or equivalent Strong verbal communication and active listening skills Customer orientation and ability to adapt/respond to different types of characters Problem solving and basic analytical skills Ability to multi-task, prioritize, and manage time effectively Basic understanding of CRM systems and practices Basic computer skills (i.e. navigating windows applications) Basic knowledge of MS Office applications (Outlook, Excel, Word) All applicants must pass a drug test, background check, and credit evaluation

Why work for EVO?
Learn from and grow with a worldwide payments industry leader Enjoy a competitive salary and a comprehensive benefits package: 401k with match, generous paid time off, medical, dental, vision coverage plus health savings accounts and much more Thrive in a collaborative culture that supports innovation Take advantage of a supportive work-life balance Benefit from global career opportunities and advancement
Disclaimer
The preceding position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee assigned to this position.
EVO Payments Inc. is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, gender, sexual preferences, age, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state, or local law.
Company DescriptionEVO Payments, Inc. is a global payments service provider and merchant acquirer headquartered in Atlanta, Ga., with 20 offices strategically located in 11 countries in North America and Europe.

EVO is scaling new heights in integrated technology innovation and supportive merchant services. We’re an industry trailblazer, leading the ongoing transformation in payments with EMV, mobile wallets, NFC, and secure payment solutions for businesses of all types and sizes. Our strategic industry partnerships, global processing solutions, and exceptional employee know-how are founded on nearly 30 years of payments expertise.

Established in 1989, EVO has grown into a global industry leader with innovative hardware and powerful software products that power secure in-store, eCommerce, and mobile credit/debit card transactions anywhere on any device.

EVO Worldwide Snapshot
• 2,500 employees
• 550,000 merchant customers
• $100 billion+ annual processing volume
• 50 global markets served in more than 130 currencies
• 20 offices in 11 countries in North America and Europe
• Principal Member of Visa, MasterCard, American Express,
Discover, and Union Pay

Why Work at EVO

At EVO, we want to empower you to own your destiny. We are a global payments organization comprised of many brands, seeking to inspire our team to become experts in their field. Our wellness programs and initiatives focus on supporting our people to be their true selves each and every day. Our values motivate us to focus on our communities to make them a better place to work and live. Whatever your destiny may be, EVO Payments can provide the tools and opportunities to help you achieve it. Are you ready to join?

Pay: $18 - $20 per hour

Shift: Monday - Friday 8:30am to 5:00pm

Job Description: Interact with customers to provide information in response to inquiries about products and services and handle complaints by offering solutions and providing follow up as needed. Could be handling inbound calls, outbound calls, or both.

Primary Duties:

+ Answering phones

+ Front Desk Coverage to check in vendors and guests

+ Maintain logs/records

+ Proficiency with numbers

+ Research information

+ Time management

+ Use computerized databases

Requirements:

+ 1+ year experience in clinical laboratory setting

+ HS Diploma or Equivalent

What happens next? Once you apply a recruiter will contact you.

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