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Customer Service

Company: Shift4 Payments- Allentown
Location: Allentown
Posted on: April 10, 2021

Job Description:

Shift4 Payments (NYSE: FOUR) is a leading provider of integrated payment processing and technology solutions, delivering a complete omnichannel ecosystem that extends beyond payments to include a wide range of value-added services. The companys technologies help power over 350 software providers in numerous industries, including hospitality, retail, F&B, e-commerce, lodging, gaming, and many more. With over 7,000 sales partners, the company securely processed more than 3.5 billion transactions annually for over 200,000 businesses in 2019. For more information, visit shift4.com. A Customer Service Supervisor provides leadership, direction, and is committed to service level attainment. Supervisors are expected to coach & mentor team members, manage performance metrics, quality, productivity, & effectiveness of their team. Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.Plan, organize, and supervise the day to day support operations.Provides developmental support & guidance to the agents by assisting on the floor.Utilize strong problem-solving and people skills to assist the staff with escalated issues.Build and maintain strong relationships with clients and fellow team members.Collaborate with fellow management team members to provide a strong team environment & effective communication.Provide a climate for motivation & support great working relationships.Ability to multitask, meet deadlines, & achieve results under pressure.May be required to work a variety of shift, holidays, and be available on call.Must be able to effectively manage the queue which include but is not limited to; Agent/ Group Statistics, contribute to additional TSG queue management.Implement & maintain departmental policies & procedures.Measure, monitor and maintain customer service and satisfaction.Manage and Schedule training and development for all the technical support team i.e. new equipment, skills enhancement etc.Develop and maintain department policies, procedures and processes, as required.Provide resolution by identifying problems; researching answers & guiding merchants through corrective steps. Involvement in any/all HR functions; performance evaluations, disciplinary actions, employee level advancements, call scoring, action plan implementation & hiring process.Manage client expectations surrounding tickets/ticketing queue, tasks, phone queues, projects etc.Excellent listening, oral, and written communication skills.Incredible attention to detail.Goal and results oriented.Reasoning and problem solving skills.Ability to adapt to and implement change.Creative and forward thinking.Must be organized and able to effectively manage multiple priorities.Candidate must be reliable, dependable, & maintain an excellent attendance record.Knowledge of customer service core principles and practices.Must be a current employee with an outstanding performance record (without any disciplinary/ probation periods recorded within the last year).Shift4 Payments is an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, sex, sexual orientation, gender identity, disability, protected veteran status, religion, national origin, age or any other protected characteristic.

Keywords: Shift4 Payments- Allentown, Allentown , Customer Service, Hospitality & Tourism , Allentown, Pennsylvania

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