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Customer Care Representative in Los Angeles, CA at Total Merchant Services

Date Posted: 12/19/2018

Job Snapshot

Job Description

Total Merchant Services is a leader in the bankcard industry by providing cost-effective solutions and exemplary service to help merchants and our sales partners succeed.

We are looking to add to our team of top performing Customer Service Representatives. We want people like you who can deliver a great customer service experience. You’ll need to be tech savvy and a self-starter. If you got what it takes, we want you on our team to provide quality customer service by resolving a variety of client account and technical issues.


Here's what you'll be doing:

  • Utilize advanced techniques to answer basic and complex client inquiries and solve problems for business to business transaction processing, financial services and technical troubleshooting of client hardware and software.
  • Resolve moderately complex client issues that require a prolonged and in-depth analysis of situations and data.
  • Research, document and communicate recurring technical issues.
  • Provide amplified support for a variety of technical issues and send the most complex issues to escalation teams.
  • Acquire and maintain an extensive knowledge of products and services through ongoing technical training on hardware, software, processing systems and platforms.
  • Develop and maintain strong relationships with internal and external partners to address client inquiries and issues.
  • Track client cases in CRM tool and communicate anticipated delays to clients and/or management.
  • Investigate and resolve urgent matters from senior leadership in a timely manner.
  • Comply with company and industry regulations regarding privacy and confidential information.

Job Requirements

Here's what we'll need from you:

  • High School Diploma
  • Bachelor’s degree preferred
  • Experience in the Credit Card / Finance Industry 
  • One (1) year experience in a call center environment
  • Ability to utilize multiple computer applications/platforms with speed and accuracy
  • Ability to accept and implement coaching and feedback to achieve individual and team performance goals
  • Excellent verbal and written communication skills
  • Proficient computer skills with a strong typing ability
  • Critical reasoning and sound judgment skills
  • Ability to decipher information from clients into actionable items to solve issues




At North American Bancard, Holdings we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.




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