Merchant Card Customer Service Manager jobs in Rochester, NY

Position Summary:     

Our Customer Service Associate will initiate first party calls on behalf of our clients with consumers to provide information related to their account. Our consultative approach helps consumers gather information and resolve issues. Due to the competitive nature of the contract, it is imperative ConServe locates experienced, professional individuals who are customer-focused, enthusiastic, detail-oriented and able to work successfully in a remote environment.

 Essential Duties & Responsibilities:

• Act as our client’s representative by initiating outbound calls to consumers to build rapport, gather information, provide answers and problem solve.
• Efforts focused on account penetration.  Obtain information from consumers to determine current financial situation and solutions.
• Effectively navigates documentation of consumer account fields, using appropriate forms, disposition codes, and detail as required.
• Gather proper documentation from consumers and maintain appropriate follow-up.
• Meet daily, weekly and monthly account penetration goals as set by management at ConServe
• Daily Productivity – Work a specified number of accounts daily and maintain an acceptable volume of phone calls as assigned to the position by Management. 
• Record Maintenance – proper management & updating of system to maximize contacts
• Adherence to ConServe’s Blueprint Quality Management System, Code of Conduct, and Compliance Program

Non-Essential Duties & Responsibilities:

• Other duties as assigned 

Education Requirement: 

• High School Diploma or GED 

Skills/ Requirements:

• The ability to work Monday through Friday.  Work one (1) shift 10:00 AM EST to 7:00 PM EST and four (4) Day shifts to start at 9:00 AM EST.  
• Prior Customer Service experience preferred.
• Fluent in conversational English and ability to proficiently read and write English
• Fluent in Spanish is a plus.
• Strong professional verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution  
• Intermediate Computer skills to document calls and navigate software packages, databases and the internet. 
• Strong organizational and time management skills
• Attention to detail
• Ability to follow directions and act independently to resolve problems
• Ability to work in a positive, collaborative manner with coworkers
• Ability and history of maintaining confidentiality and high level of trustworthiness. 
• Ability and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment. 
• Ability to work from home in a secure, professional environment.

• Proficiency in Word, Excel, ConServe’s Database Systems, and e-mail preferred. 
• Legally authorized to work in the United States
• No conflicts of interest with ConServe or our Clients. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.

• Occasionally lift and/or move up to 25 pounds. 
• Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
• Ability to talk and listen on a phone for your entire work shift (8, 9, or 10 hour shift)
• Ability to type on a computer for your entire work shift (8, 9, or 10 hour shift)

Reasonable accommodations may be made to the extent required under applicable law to enable individuals with disabilities to perform the essential functions of this position.

MISSION STATEMENT:
ConServe is dedicated to satisfying the needs of our Clients in a manner consistent with improving the human condition, and that will foster the development of long term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken.  Duties may vary from time to time and this description is subject to review.  Modifications will be made as needed to support changes in the business climate and requirements.   

Continental Service Group, LLC, d/b/a ConServe endeavors to make www.conserve-arm.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact our Recruiting Department at: 585-421-1000, extension: 7 or by emailing: jobs@conserve-arm.com. 

Qualified applicants will receive consideration for employment regardless of age, race, color, religion, national origin, sex, sexual orientation, gender, gender identity/expression, genetic disposition, genetic markers/carrier status, disability, creed, veteran status, military status, status as a victim of domestic violence, marital status, familial status, pregnancy, childbirth and related medical conditions, and disability, conviction (limited) or other legally protected status. 

ConServe is a Drug Free Workplace