Merchant Support Specialist I

Company: Mindbody
Location: San Luis Obispo
Posted on: March 10, 2023

Job Description:

Our dream of revolutionizing the fitness and wellness industry is no small feat, and we're looking for talented people to make it a reality. When you join Mindbody + ClassPass, you'll work with kind, intelligent people and enjoy unrivaled benefits. You'll also share in a true culture of purpose and passion centered around helping people live happier, healthier lives. We're not just another thriving company-we're far and away the leader of our industry. So join the team, and let's see what we can accomplish together!Who we areAt Mindbody + ClassPass, we're innovating for the future of wellness by bringing together the best of both sides of the market: Mindbody is the industry's most trusted technology platform, empowering tens of thousands of wellness brands around the world with the software and resources they need to run and grow their businesses. ClassPass is one of the most popular apps for fitness lovers and self-care enthusiasts, partnering with over 30,000 fitness studios, gyms, salons, and spas around the world. We're on a mission to create a wellness community for all-opening the doors to more authentic, local wellness experiences than ever before.About the right team memberThe Merchant Support Specialist I provides specialized support to all Mindbody customers that have integrated merchant payment processing solutions in their software regardless of platform and supports all levels of Customer Experience utilizing multiple methods of contact, primarily phone calls and emails. This position works with customers directly, as well as supports internal Mindbody departments to help resolve any merchant payment-related issues.This position handles internal and external customer inquiries by gathering information to identify the nature of the problem and troubleshoots potentially complex system related issues in numerous areas of the business to ensure proper payouts and record keeping. The Merchant Support Team plays a key role in revenue generation/retention as they actively support integrated merchant payments solutions which represent a large share of revenue to Mindbody.The Merchant Support Team is also responsible for the coordination of saves activities related to customer requests for cancellations and rate reductions. This role will regularly interface with Subscription Management, Sales, Customer Success, Strategic Account Managers, and other internal departments.About the role

• Deliver an exceptional customer experience
• Consistently and accurately log all interactions, information, and next steps on the cases in Salesforce
• Interact with the customer, 3rd party payment processing partners, Payments/Expand Sales, Payments Operations, and other internal departments to manage and escalate difficult customer accounts
• Perform various activities in the Merchant Support Team, including financial reconciliation, merchant rates/fees explanation, negotiating remediation with customer and 3rd party payment processing partners, perform account updates-based customer and company requests, etc.
• Conduct research to aid in the investigation of merchant payment discrepancies and errors and partners with team members and 3rd party processing partners to fix those errors
• Analyze merchant account financial records
• Make recommendations to senior leaders and executives on remediation requests to resolve customer issues and escalations
• Follow up with customers and 3rd party payment processing partners on the status of requested account updates
• Contribute to payments related knowledge, documentation, and training
• Update merchant payment information and any other relevant account information
• Support internal Mindbody teammates to help resolve any merchant payment related issues
• Responsible for managing customer inquiries regarding merchant payment issues, requests, invoices, or other issues
• Helps shadow and provides basic training to new team membersSkills & experience
  • College Degree preferred
  • Experience in merchant payment processing, preferred
  • SaaS (Software as a Service) merchant payments experience preferred
  • 2+ years of Customer Service experience; preferably with 1 year of working knowledge of all Mindbody products and services
  • Ability to read and analyze customer questions
  • Ability to effectively present information and respond to customer questions, both orally and written
  • Strong attention to detail
  • Extremely organized
  • Ability to identify and resolve complex merchant payment issues while remaining within established department process guidelines
  • Proven ability to handle a high call and email volume (inbound and outbound contacts) and comfortable with all communication methods
  • Excellent computer skills, including familiarity with using Microsoft Excel, internet browsers, online chat tools, Salesforce, and email
  • Effective communication skills, both verbal and written.Pay transparencyIt is Mindbody's intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Mindbody's compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization.Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.The base salary range for this position in the United States is $41,000 to $47,000. The total compensation package for this position may also include performance bonus, benefits and/or other applicable incentive compensation plans.Have we piqued your curiosity?Sound like the role for you? We'd love to hear from you! Even if you're not 100% sure about potential fit, we still encourage you to apply. We're looking for the right person, not the perfect series of checkboxes.Mindbody is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics. -
    

Keywords: Mindbody, San Luis Obispo , Merchant Support Specialist I, Other , San Luis Obispo, California