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
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