Merchant Support Specialist, PayConnect

Merchant Support Specialist Position Summary

The Merchant Support Specialist is responsible for managing, processing, and maintaining the merchant onboarding process. The individual in this position plays a pivotal role in ensuring a seamless and efficient onboarding experience. The Merchant Support Specialist works closely with the sales team to ensure clients are onboarded accurately and in a timely manner. The role involves conducting due diligence to verify merchants and to ensure the accuracy of the information provided. The individual also plays a key role in customer service and answers support calls and emails. The Merchant Support Specialist must have a deep understanding and knowledge of the payment industry, merchant pricing models, client needs, and of the PayConnect product in general. Key responsibilities include but are not limited to supporting phone calls for merchants, boarding applications, training, and installations.

Why does this role matter?

The Merchant Support Specialist is an essential important role for our merchant clients to ensure a seamless and efficient payment solutions that offer a primary link between a payment platform and the merchants. This role is the first line of defense for post-sales escalations ensuring merchants, and internal teams receive exceptional support from technical support, onboarding accounts, resolving payment disputes, payment failures we support the entire merchant process by providing a high-level client satisfaction overall efficiency.

What impact will the new hire have in their first 6 months? Within the first six months the new hire will play an important role key within the Merchant Support Department, they will strengthen communication between sales and merchants, they will help tighten onboarding accuracy, help stabilize processes by reducing delays, faster resolutions, follow-up consistency, so the entire onboarding cycle becomes smoother and increase merchant satisfaction.

What's the growth trajectory for this position?

This role opens real room to grow inside PayConnect. As you build sharper knowledge of our systems and workflows, you can step in more responsibilities including coaching teammates, running training sessions and helping shape how the team operates. Strong performers here put themselves in a clear position to move into higher roles across PayConnect overtime.

What You'll Be Doing As Our Merchant Support Specialist

• Manage the end-to-end onboarding process for new credit card applications from dentists, ensuring a smooth and efficient experience.
• Communicate effectively with the sales team, providing timely responses and guidance on onboarding questions and requirements.
• Answer support calls and emails from clients, addressing their inquiries and concerns related to the onboarding process.
• Collaborate with cross-functional teams, such as sales, customer support, and technical teams, to ensure a seamless onboarding experience for dentists.
• Continuously improve onboarding systems and processes, identifying areas for optimization and implementing solutions to enhance efficiency and customer satisfaction.
• Conduct training sessions and provide guidance to dental office staff on how to effectively use credit card solutions and navigate the onboarding process.
• Stay up to date with industry trends and regulations related to credit card solutions for dentists, ensuring compliance and providing accurate information to clients.
• Maintain accurate and detailed records of all onboarding activities, ensuring data integrity and accessibility for future reference and reporting.
• Collaborate with the product team to provide feedback and insights from the onboarding process, contributing to the enhancement of our credit card solutions.
• Assist with special projects and initiatives related to onboarding, such as developing educational materials, creating onboarding documentation, and participating in process improvement initiatives.
• Consistently meet company and department policies and expectations including those surrounding attendance.
• Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift.
• Other duties as assigned.

What You'll Bring To the Team As Our Merchant Support Specialist

• GED or High School Diploma
• College Degree (preferred)
• Ability to apply broad product knowledge and sales skills.
• Capable of copywriting materials.
• Ability to coordinate the work of others.
• Strong verbal and written communication and interpersonal skills.
• Proficient in all MS Office applications and use of the internet.
• Ability to successfully multitask with accuracy in a fast-paced environment.
• Working knowledge of technical and procedural aspects and functions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Pay range is $24.00 to $27.00 per hour DOE

What We Offer

• Challenging and rewarding career opportunities with room for growth as we grow!
• Medical, dental, and vision benefits – eligible first of the month after start date
• Unlimited PTO
• Paid time off for sick, jury duty, bereavement
• 10 company paid holidays
• 401k with company match
• Health Advocate
• Healthcare and dependent care flexible spending accounts
• Friendly co-workers and a positive culture!

EDI Health Group dba DentalXChange understands the importance of privacy and takes seriously the need to protect job applicants’ personal information. Applicants should be aware that we collect and use personal information in accordance with the California Consumer Privacy Act (CCPA). For more details on how we handle your information and your rights under the CCPA, please visit our Privacy Policy.

DentalXChange is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates. The more inclusive we are, the better our work will be.