Payment Center Representative

Springbrook Software, Inc.; American Fork (UT); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Payment Center Representative to provide exceptional technical support and customer service. In this full-time role, you will engage with clients over the phone and email, assisting them with online payment issues and inquiries. You'll become an expert in the Xpress Bill Pay system, ensuring customers receive timely and effective solutions. This position offers a vibrant work environment that values teamwork and innovation, making it an exciting opportunity for those eager to contribute to enhancing public sector services. Join a company committed to transforming governance through technology and enjoy a fulfilling career.

Qualifications

• 1+ year of experience in customer support via phone and email.
• Strong organizational skills and ability to work independently.

Responsibilities

• Provide technical support and customer service for online payments.
• Respond to customer queries via phone or email promptly.

Skills

Customer Service Skills

Problem Solving

Organizational Skills

Communication Skills

Education

High School Diploma

Tools

SalesForce

Xpress Bill Pay System

Job description

Why Springbrook:

Springbrook Software is the premier provider of cloud-based ERP and payments solutions tailored for local government entities and special districts. For over three decades, we have been pioneers in setting operational standards for small to medium-sized municipalities and utility districts, focusing on efficiency, economy, and security. Our solutions are trusted by over 3,000 cities, towns, and districts across the nation, enhancing financial management, payroll, and utility billing processes.

At Springbrook, we cultivate a work environment that values performance, productivity, and teamwork. Our team members are empowered to innovate and excel alongside colleagues who share a passion for transforming the public sector through cutting-edge technology. We prioritize fun, engagement, and a balanced work-life dynamic, offering competitive salaries and superior benefits.

Join us if you're inspired to contribute to a new era of transparent, efficient, and innovative governance. We're eager to welcome forward-thinking individuals ready to make a significant impact.

Where You Fit:

The Payment Center Representative provides technical support and customer services (online payments and basic-intermediate technical support tickets) to our customers over phone and email.

This position is not eligible for remote work. Because of Payment Card Industry (PCI) Standards, we require candidates in office at 108 South 700 East, American Fork, Utah.

This is a full-time position.

Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone or email, adhering to Springbrook Software policies and best practices.
• Work with customers using credit cards or bank checks for payments over the phone.
• Become an expert on the Xpress Bill Pay (XBP)/Payment system for end users.
• Help end-users set up accounts online on the XBP website.
• Use Xpress Bill Pay ticketing system to create, track, and/or update details on the specifics of client issue(s).
• Enter pertinent case data into the CRMs (SalesForce) to log customer calls and emails.
• Determine the urgency of issues for each client case and escalate where necessary.
• Update our internal databases with information about technical issues, internal process documentation, knowledge base articles, and useful discussions with customers.
• Share feature requests and effective workarounds with team members.
• Maintain general awareness of Springbrook security and privacy policies.
• Report any security incident or suspected security incident to the Xpress Bill Pay Incident Response Team.

Required Qualifications:

• One year experience providing customer support via phone and email.
• Call-Center experience.
• Strong customer service skills with the ability to work independently or with minimal supervision.
• Organized, positive attitude and a team player.
• Ability to work with others in researching and resolving issues. Prepare reports for internal and external updates.
• Must be at least 18 years of age or older.

Desired Qualifications:

• Understanding and experience working in the Payments area.
• Prior work experience within local government or providing support for a SaaS product.
• Mobile app specialist.

Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered). Xpress Bill Pay is an Equal Opportunity Employer. Xpress Bill Pay does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.