Customer Service Representative

Mediation Matters - Margate, FL

Full-time | Part-time
Job Description

Mediation Matters is looking to expand our Customer Relations team. We are looking for career minded professionals to help us provide top tier service to our clients. As a Customer Relations Representative, you will provide support to individuals with questions or disputes related to our payment processing management software.

Primary Responsibilities:
Act as a liaison between our service platform and customers

Manage a caseload of tickets from start to finish (i.e.: communicating with the customer, communicating with the vendor, updating our information, notifying the applicant and the property of updates)

Effectively prioritize your daily schedule according to daily workload

Understand and follow protocol for all aspects of the dispute process

Able to handle communication via phone or email with consumers efficiently, effectively and professionally

Maintain optimal customer service quality and the highest level of professionalism

Process routine transactions for clients including account setups and account updates

Provide quality service and solutions by comprehending procedures and continued product knowledge

Consistently check work email during the day and respond to requests / follow-up as needed

Intermediate level expertise in Microsoft Excel and Word

Strong written, verbal, and interpersonal skills

Strong problem solving skills

Ability to multitask, collaborate, and work well within a team environment

Self-motivated and proactive

Able to remain calm when interacting with customers

2 year college degree or equivalent experience

2+ years of experience providing direct support from a business to consumer basis

Professional and friendly phone demeanor

Strong organizational skills and high attention to detail

Zendesk or similar ticketing experience, a plus

Salesforce or similar CRM experience, ideal

Experience with live chat (customer interaction)

Fluent in English