A Day in the Life

• Provide timely responses to customer service inquiries via phone, chat, email.
• Collaborate with team members to provide resolutions to customer inquiries including product and merchant
• Provide excellent customer service through a friendly and empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
• Identify consistent case subject areas and offer knowledge base articles or other solutions to reduce ticket volume
• Work with customers to identify and replicate errors and defects effectively to provide backline and development the correct information for resolution
• Suggest needed product enhancements through the proper channels
• Stay up to date on product changes and trends
• Setup and configuration of multiple Merchant account and gateway integrations
• Fraud monitoring of payments made through the product.
• Troubleshooting and maintenance of various integrations and APIs.
• Assist in account reconciliation activities for clients, including custom reporting and closing out campaigns via aggregator accounts
• Attend team meetings as assigned
• On-call duties for after-hours support. (likely once every 7 weeks with additional pay while working after hours)
• Various other tasks as needed to support the overall business.
• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company.

We are looking for someone who brings

• 1-2 years experience in a customer support role, or other applicable customer service role that would provide experience assisting customers or internal users effectively.
• Preferred 1-2 years of financial or payments experience.
• High school diploma or its equivalent
• Customer service experience with a friendly and professional demeanor
• Demonstrated ability to learn new software/technology
• Strong oral and written communication skills
• Ability to think critically and clearly articulate problem resolution
• Ability to thrive in a fast-paced environment where change is frequent
• Driven to succeed; self-motivated
• Knowledge and experience working with Microsoft Office products preferred
• Knowledge of Salesforce platform a bonus

Accommodations

Community Brands welcomes and encourages applications from people with disabilities. Reasonable accommodations are available, on request, for candidates taking part in all aspects of the selection process.

About Us

Community Brands – leveling the playing field between for-profits and purpose-driven organizations

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan & Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility

Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.

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