Customer Enrollment Specialist

Marceco LTD; Grand Rapids (MI); On-site; USD 25,000 - 32,000; Full time

Job summary

Marceco LTD is seeking a Customer Enrollment Specialist to support the account management team and deliver high‑quality customer service to Prepaid Distribution Partners. The role involves coordinating documents, managing client data in Salesforce, and assisting with onboarding.

The position requires strong MS Office skills, familiarity with Salesforce, and prior customer service experience. The candidate will work in a daytime shift from Grand Rapids, MI, with emphasis on attention to detail

Qualifications

• High school diploma or GED equivalent required.
• 2 years college or work experience preferred but not required.
• 1–2 years of experience in Customer Service preferred.

Responsibilities

• Answers and directs incoming calls for Customer Support and Finance. Manages expectations and escalates per SOPs.
• Ensures POS systems operate correctly for clients and verifies vendor connections and compliance.
• Collects contracts and banking information, verifies W‑9s and reseller permits for tax compliance.
• Maintains Salesforce data accuracy and monitors document expirations for timely actions.
• Supports onboarding for the sales team and assists regional client inquiries about documents.

Skills

MS Office

SharePoint

Customer Service

Education

High School Diploma or GED

Tools

Salesforce

Job description

Job Details

Job Location: Main Location - Grand Rapids, MI 49512

Position Type: Full Time

Education Level: High School

Salary Range: $18.41 - $22.30

Hourly Travel Percentage: None

Job Shift: Day

Job Category: Admin - Clerical

Position Summary

The Customer Enrollment Specialist supports the account management team and provides customer service to our Prepaid Distribution Partners (clients). The Customer Enrollment Specialist manages day-to-day responsibilities as well as completion of special projects assigned to this team.

Essential Responsibilities

• Answers and directs incoming calls for both the Customer Support and Finance department. Effectively manages customer expectations (e.g., reshapes incorrect/inappropriate assumptions, establishes realistic timeframes, pushes back as necessary). Escalates to finance and/or other departments according to Standard Operating Procedures.
• Provides service to the client to ensure that the POS systems operate correctly; including running compliance reports to identify non-secure systems within the retail locations. This involves tying their account to a static IP or verifying their vendor number is connected to Elevate.
• Collects various contracts, business paperwork, banking information, etc. from clients. Ensures authenticity and verifies business formation for correct W-9 documentation and reseller permits for state tax compliancy according to each state. Contracts must be accurate and meet audit criteria according to Standard Operating Procedures.
• Reporting must be monitored by Salesforce to look for upcoming expired documents. Must be able to respect the handling of sensitive information and obtain required supporting documents as needed.
• Delivers administrative support during the onboarding process for all levels of the sales team while tracking and assisting those of a specific region, including contacting clients directly and assisting with any questions regarding document requirements.
• Organizes and prioritizes multiple department shared email inboxes, salesforce chatter communications and team messages. Monitors and flags all communications so that all requests are handled in a timely manner.
• Utilizing Salesforce platform, accurately enters information received by the sales team to initiate client request for approvals for new client locations.
• Offers expertise to clients about their Vendor Platforms which includes either epay account, the ordering website-Dashboard and their Elevate POS system.
• Generates reports utilizing internal databases, Excel for special projects, other departments, and clients.
• Maintains knowledge of Prepaid promotions, commission payment process and any system updates. Escalates questions to account managers as needed.
• Processes all account updates related to contact information and including bank changes.
• Must be able to adapt to process and procedure changes along with the industry changes that occur.
• Participates in end of the day procedures for closing and locking up the building.

Non-Essential Responsibilities

• Support other departments with projects, as necessary.
• Other duties as assigned.

Supervision Received

Specific Direction: Follows established work procedures. Receives periodic checks for performance. Refers unique questions/conditions to immediate supervisor.

Supervisory Responsibilities

No supervision: No supervisory responsibilities

QualificationsEducation & Experience

• High school diploma or GED equivalent required.
• 2 years College or work equivalent preferred but not required.
• One (1) to two (2) years of experience in Customer Service, preferred.

Other Knowledge, Skills & Abilities

• Proficient in MS Office suite of products, and SharePoint.
• Ability to communicate effectively both verbally and in writing in a clear, concise, understandable manner.
• Ability to interact positively with a wide array of individuals from diverse cultural and socio-economic backgrounds.
• Ability to adjust priorities and manage time wisely in a fast-paced environment.
• Ability to pay close attention to detail.
• Ability to use problem solving skills and root cause analysis. Anticipates consequences of decisions and involves people appropriately in decisions that may impact them.
• Ability to understand complex documents with legal or tax language associated with business contracts.
• Ability to maintain confidentiality in business dealings.
• Ability to work independently and in a teamwork environment.

Core Competencies

• Detail Oriented: Meticulous attention to all aspects of a situation or task and ensures accuracy in documentation and data.
• Customer Orientation: A desire to serve clients by focusing efforts on listening and responding effectively to customer questions, resolving customer problems to their satisfaction, and evaluating customer satisfaction.
• Team Player: Ability to be an active participate of a team and move the team toward the completion of goals.
• Written Communication: Ability to write letters, reports, articles , and e-mails using clear and concise vocabulary, style, grammar, and punctuation.
• Problem Solving: Ability to recognize courses of action which can be taken to handle problems or potential problems, and applying contingency plans to solve those problems.