Experienced Customer Service Representative – Remote Government Software and Integrated Payments Support Specialist

Introduction to Catalis

Catalis is a pioneering force in North America, serving as the leading government Software as a Service (SaaS) and integrated payments provider. Our expertise spans municipal, county, state, and federal governments, empowering public servants across the US and Canada to embrace modernization and enhance citizen engagement. With a proven track record and a commitment to innovative digital solutions, we are dedicated to making a positive impact in the lives of citizens and the efficiency of government operations.

Job Overview

We are seeking an experienced and skilled Customer Service Representative to join our team in a fully remote capacity. As a Call Center Representative, you will be the frontline ambassador for our organization, responsible for addressing citizen inquiries, resolving issues, and processing payments with professionalism and courtesy. Your role will involve handling inbound customer service calls, with occasional outbound calls for information gathering, ensuring that every interaction reflects our commitment to excellence and customer satisfaction.

Key Responsibilities

• Respond to all customer inquiries in a timely and professional manner, providing accurate and helpful information to address their concerns.
• Process credit card and ACH payments securely and efficiently, ensuring compliance with all relevant regulations and guidelines.
• Follow up on customer inquiries to ensure issues are fully resolved and customers are satisfied with the outcome.
• Work with confidential information, maintaining the highest level of discretion and adherence to data protection policies.
• Aim to resolve customer issues on the first call, utilizing problem-solving skills and knowledge of our services to provide effective solutions.
• Perform data entry tasks accurately and efficiently, ensuring that customer information is up-to-date and readily available.
• Communicate effectively and appropriately with customers, colleagues, and other stakeholders, promoting a positive and supportive team environment.
• Thrive in a fast-paced, high-energy environment, adapting to change and prioritizing tasks to meet deadlines and performance goals.
• Participate in additional training courses as needed, demonstrating a commitment to ongoing learning and professional development.
• Perform other related duties as required, contributing to the overall success and efficiency of our customer service operations.

Essential Qualifications

To succeed in this role, you will need to possess:

• Strong communication skills, both written and verbal, with the ability to articulate complex information clearly and concisely.
• Previous experience in a call center or customer service environment, with a proven track record of providing excellent service and resolving customer issues effectively.
• Typing skills of 35 words per minute or more, with basic desktop computer skills (Windows) and familiarity with software applications.
• Problem-solving skills, with the ability to analyze issues, identify solutions, and implement effective remedies.
• Flexible availability, with a willingness to work in a remote environment and adapt to changing priorities and deadlines.
• A customer-focused approach, with a strong emphasis on providing exceptional service, resolving issues, and promoting customer satisfaction.
• Adaptability, with the ability to thrive in a fast-paced, change-oriented environment and prioritize tasks to meet performance goals.
• Good organizational skills, with the ability to manage multiple tasks, prioritize deadlines, and maintain accurate records.
• Active listening skills, with the ability to understand customer concerns, ask relevant questions, and provide effective solutions.
• Multitasking skills, with the ability to handle multiple customer interactions simultaneously while maintaining a high level of accuracy and attention to detail.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Previous experience working in a government or public sector environment, with knowledge of relevant regulations and guidelines.
• Familiarity with software applications and technology platforms used in customer service and payment processing.
• Bi-lingual or multi-lingual skills, with the ability to communicate effectively with customers who speak languages other than English.
• Experience working in a remote or virtual team environment, with a proven ability to self-motivate and manage time effectively.

Career Growth and Learning Benefits

At Catalis, we are committed to the ongoing development and growth of our employees. As a Customer Service Representative, you will have access to:

• Comprehensive training programs, designed to enhance your skills and knowledge in customer service, payment processing, and software applications.
• Ongoing coaching and feedback, with regular performance evaluations and opportunities for growth and advancement.
• A supportive and collaborative team environment, with a focus on teamwork, communication, and mutual respect.
• Opportunities for professional development, including conferences, workshops, and online courses, to help you stay up-to-date with industry trends and best practices.

Work Environment and Company Culture

At Catalis, we pride ourselves on our positive and inclusive company culture, with a strong emphasis on:

• Diversity and equality, with a commitment to creating a welcoming and respectful environment for all employees.
• Teamwork and collaboration, with a focus on building strong relationships and working together to achieve common goals.
• Innovation and creativity, with a willingness to embrace new ideas and approaches to drive growth and improvement.
• Employee well-being, with a range of benefits and programs designed to support your physical, emotional, and mental health.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of perks and benefits, including:

• A competitive salary, with opportunities for growth and advancement based on performance and experience.
• A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and paid time off.
• A range of perks and discounts, including access to exclusive employee discounts, wellness programs, and social events.
• A flexible and remote work environment, with the ability to work from home and create a schedule that suits your needs.

Conclusion

If you are a motivated and customer-focused individual, with a passion for providing exceptional service and resolving issues effectively, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Catalis, you will be part of a dynamic and supportive team, with access to ongoing training and development, a competitive compensation package, and a range of perks and benefits. Don't miss this chance to join a leading organization and make a positive impact in the lives of citizens and the efficiency of government operations. Apply now to take the first step in your new career!