Merchant Customer Support Representative Level 1

Evolv Inc; City of Newburgh (NY); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

401(k) match

Medical, dental, vision

PTO

Training & development

Company events

Job summary

Evolv Inc in Newburgh, IN is seeking a Merchant Customer Support Representative (Level 1) to act as a frontline resource for merchant clients, handling billing, funding, transaction research, and account maintenance.

The role requires strong problem-solving, attention to detail, and the ability to navigate multiple systems while supporting inbound communications and maintaining SLAs.

Qualifications

• Minimum 2 years customer service experience.
• Strong analytical and problem-solving skills.
• Effective communication with internal teams and merchants.
• High attention to detail and accuracy.
• Typing 30+ WPM and ability to navigate multiple systems.

Responsibilities

• Handle inbound merchant inquiries via phone, email, and shared inboxes.
• Respond to all inquiries within 24-hour SLA expectations.
• Research and resolve issues related to billing, transactions, and deposits.
• Utilize multiple systems for research, ticket submission, and tracking.
• Create, manage, and resolve CRM tickets.
• Review statements and explain findings to merchants.
• Audit closed accounts and ensure full closure.
• Review and adjust pricing on approved accounts.
• Maintain inbox organization and SLA adherence.
• Participate in ongoing training and support operational tasks.

Skills

Customer service

Analytical thinking

Problem solving

Effective communication

Attention to detail

Typing speed 30+ WPM

Multi-system navigation

Tools

Microsoft Office

CRM / ticketing system

Job description

Evolv | Newburgh, IN (On-site)About EvolvEvolv has been a trusted partner for over 25 years, delivering comprehensive merchant services solutions to businesses nationwide. Our commitment to excellence and customer satisfaction has positioned us as a leader in the payments industry.We provide an all-in-one solution for merchants, including:• Credit and debit card processing• ACH/payment solutions• Website development, e-commerce, and SEOThrough partnerships with financial institutions, associations, technology providers, and independent sales organizations, Evolv ensures merchants receive best-in-class service tailored to their business needs.Position SummaryThe Merchant Customer Support Representative (Level 1) serves as a frontline resource for merchant clients, providing support across billing, funding, transaction research, and account maintenance.This role requires strong problem-solving skills, attention to detail, and the ability to navigate multiple systems to deliver accurate and timely resolutions. Representatives are expected to manage inbound communication, maintain SLAs, and support internal teams while ensuring a high-quality merchant experience.This role is best suited for individuals who thrive in a detail-oriented, fast-paced environment and take ownership of resolving complex merchant issues.Key Responsibilities• Handle inbound merchant inquiries via phone, email, and shared inboxes• Respond to all inquiries within 24-hour SLA expectations• Research and resolve issues related to billing, transactions, and deposits• Utilize multiple systems for research, ticket submission, and tracking• Create, manage, and resolve CRM tickets• Review statements and explain findings to merchants• Audit closed accounts and ensure full closure• Review and adjust pricing on approved accounts• Maintain inbox organization and SLA adherence• Participate in ongoing training• Support additional operational tasksQualifications• Minimum 2 years customer service experience• Strong analytical and problem-solving skills• Effective communication skills• High attention to detailTechnical Skills• Microsoft Office proficiency• CRM/ticketing experience• Multi-system navigation• 30+ WPM typing• Dual monitor experience preferredCore Competencies• Customer-focused mindset• Organization and adaptability• Proactive problem-solvingGrowth & DevelopmentOpportunities for advancement into higher-level operational roles.Compensation & Benefits• $17–$22/hour• 401(k) match• Medical, dental, vision• PTO• Training & development• Company eventsSchedule & LocationMonday–Friday, 8–5 CST10999 Stahl Rd., Newburgh, INAdditional Requirements• Background check• Reliable transportation