Customer Service Representative

Randstad USA; Melville (NY); On-site; USD 40,000 - 50,000; Full time

Job summary

Randstad USA is seeking a high-energy Customer Service Representative to join our fast-paced merchant services team. You will handle 150+ calls daily, assist commercial accounts with electronic payments, POS terminals, and account optimization, while uncovering value-added revenue opportunities.

The ideal candidate thrives in a demanding environment, maintains composure under pressure, and delivers excellent client service with a revenue mindset.

Qualifications

• 1–2+ years of high-volume call center experience.
• Knowledge of merchant acquiring, payment processing, or POS tech.
• Proven ability to upsell and cross-sell during service calls.
• Proficiency with CRM systems, payment gateways, and VoIP platforms.
• Strong verbal communication and professional demeanor.

Responsibilities

• Manage Call Volume: Field 150+ inbound and outbound calls daily, resolving merchant inquiries efficiently.
• Technical & Account Support: Support business owners with POS hardware troubleshooting, payment gateway configurations, billing statements, and fee inquiries.
• Drive Ancillary Revenue: Identify upgrade opportunities including value-added services and advanced payment tools.
• Merchant Retention: Mitigate attrition and account cancellations through proactive issue resolution and clear billing explanations.
• Data Logging & Compliance: Document all client interactions and updates in the CRM in real time.

Skills

Call center experience

Industry knowledge (merchant acquiring

Revenue mindset

Technical aptitude

Communication & resilience

Tools

CRM databases

VoIP systems

Payment gateways

Job description

About the Role

A leading, established merchant services and payment processing provider is seeking a high-energy, resilient Customer Service Representative to join its fast-paced operations team. This is a high-volume, performance-driven position combining dedicated B2B client support with targeted upsell and cross-sell opportunities. You will manage 150+ inbound and outbound interactions per day, assisting established commercial accounts with electronic payment systems, POS terminals, fee schedules, and account optimization.

The ideal candidate thrives in a high-tempo environment, maintains composure under pressure, and actively identifies value-add revenue opportunities during standard service workflows.

Key Responsibilities

• Manage Call Volume: Field 150+ inbound and outbound calls daily, resolving merchant inquiries efficiently while maintaining low average handle times.
• Technical & Account Support: Support business owners with POS hardware troubleshooting, payment gateway configurations, billing statement reviews, and fee structure inquiries.
• Drive Ancillary Revenue: Identify account upgrade opportunities—including value-added services, expedited funding programs, terminal upgrades, and advanced payment tools to earn uncapped commission.
• Merchant Retention: Mitigate attrition and account cancellations through proactive issue resolution, clear billing explanations, and strategic retention offerings.
• Data Logging & Compliance: Accurately document all client interactions, updates, and case statuses within the internal CRM system in real time.

Qualifications & Requirements

• Call Center Experience: 1–2+ years of experience handling heavy daily phone volume (100+ calls/day preferred).
• Industry Knowledge (Strong Plus): Background in merchant acquiring, payment processing, POS hardware/software, or commercial financial services.
• Revenue Mindset: Demonstrated ability to transition routine customer inquiries into sales and upgrade conversations.
• Technical Aptitude: Proficiency navigating CRM databases, virtual payment gateways, and multi-line VoIP systems.
• Communication & Resilience: Strong verbal communication skills and the stamina to maintain professionalism across back-to-back client interactions.