Customer Service Representative

Harbortouch; Allentown (Lehigh County); On-site; USD 35,000 - 45,000; Full time

Job summary

Harbortouch is looking for a Customer Service Representative in Allentown, PA. As a vital role in our team, you'll enhance client relations by offering outstanding service through phone, email, and chat. The ideal candidate will have excellent communication skills, creativity, and a results-driven attitude.

A high school diploma is required, and proficiency in MS-Office is a must. Ideal candidates will also possess customer service experience, but fresh perspectives are welcome. Our dynamic environment is focused on development and success.

Qualifications

• Must be comfortable on the phone and in person for meetings.
• Proficient in MS-Office and willing to assist team to achieve goals.
• Familiarity with customer service core principles is essential.

Responsibilities

• Provide clients with a first-class customer service experience.
• Communicate with clients via phone, email, chat, and tickets.
• Assist customers with navigating website and billing inquiries.
• Utilize problem-solving skills to ensure efficient service.
• Build and maintain relationships with clients and team members.
• Document inquiries and outcomes for analysis.
• Participate in team meetings to provide feedback.

Skills

Excellent listening, oral, and written communication skills

Friendly and enthusiastic personality

Goal and results oriented

Resourceful and motivated to learn

Reasoning and problem-solving skills

Ability to adapt to and implement change

Creative and forward thinking

Organized and able to manage multiple priorities

Proficient in relevant computer applications

Bilingual (English/Spanish)

Education

High school diploma or equivalent

Knowledge of customer service core principles and practices

Familiarity with the Microsoft Office Suite

2+ years customer service experience

Experience in banking or credit card processing

Job description

Harbortouch offers a full range of merchant services, supplying POS systems, electronic cash registers and credit card processing terminals. As one of the largest and most reputable payment processors in the United States, Harbortouch currently handles the merchant accounts for over 110,000 business locations and processes in excess of $9 billion annually, with those numbers continually increasing. We are looking for unique, hands‑on, forward‑looking individuals who are enthusiastic about creating an experience our clients will remember.

Job Description

Employment Description:

A Customer Service Representative is expected to work with our clients by promoting the highest level of service and professionalism. We work with a wide array of clients who rely on the highest quality of service and dedication. Customer Service Representatives are expected to project a positive company image and experience through phone interaction. They should support interactions with customers through multi‑messaging campaigns such as email, mail, phone, task systems, and chat systems. These interactions should be coordinated and real time. Representatives are also expected to acquire an in‑depth understanding of the entire merchant processing industry as well as the entire transaction cycle.

Responsibilities:

• Enhances organization reputation by providing clients with a first‑class customer service experience
• Communicate with clients via phone, email, chat, and tickets
• Assist customers with navigating our website, statements, contracts, orders, and billing inquiries
• Utilize strong problem‑solving and people skills to ensure first call resolution
• Build and maintain strong relationships with clients and fellow team members
• Work closely with additional internal departments and teams to understand and ensure the proper course of action is taken
• Thoroughly document inquiries and outcomes for accurate tracking and analysis
• Under supervision receives and places follow up calls, emails, tickets, projects to answer client inquiries in a timely manner
• Seeks, understands, and implements the client’s expectations
• Actively participate in team/departmental meetings to provide feedback and improve the overall work environment
• Meet and/or exceed department performance metrics

Qualifications

Necessary Skills

• Excellent listening, oral, and written communication skills
• Friendly and enthusiastic personality
• Goal and results oriented
• Resourceful and motivated to learn
• Reasoning and problem‑solving skills
• Ability to adapt to and implement change
• Creative and forward thinking
• Must be organized and able to manage multiple priorities
• Proficient in relevant computer applications
• Bilingual (English/Spanish) is a plus, but not required

Required Education and Experience

• High school diploma or equivalent is required
• Knowledge of customer service core principles and practices
• Familiarity with the Microsoft Office Suite
• 2+ years customer service experience preferred, but not required
• Experience in the banking or credit card processing industry preferred, but not required

Person must be comfortable on the phone and in person for meetings, be proficient in MS‑Office and be willing to do what it takes to help the team win. We will be evaluating candidates based on how they interview, prior experiences, knowledge and references.

Additional Information

All your information will be kept confidential according to EEO guidelines.