Customer Service Specialist- Level 3

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Full Time White Plains, NY, US

Salary Range: $32.00 To $33.00 Hourly

Job Title: Accounts Resolution Specialist
- Level III

Reports to
:
Head of Account Services

Supervises
: ART Level I and Level II

The Level III Account Resolutions Specialist serves as the highest escalation point for complete, technical, and high-impact client account issues. This role demands expert-level problem-solving, in-depth knowledge of account management processes, a proactive approach to researching variables, and a strong working knowledge of the terminals and gateways used in payment processing. The Level Three ART specialist excels at analyzing and resolving intricate client and process related challenges.

They work closely with internal teams, including IT, compliance, and senior leadership, to implement sustainable solutions, improve workflows, and prevent recurring issues. Additionally, this role plays a key part in mentoring lower-level specialists, refining support protocols, and contributing to process optimization initiatives that enhance overall operational efficiency and client satisfaction.

• Serve as the escalation point of contact for incoming phone calls, addressing client inquiries with professionalism and accuracy
• Handles escalated client tickets that exceed the scope of the Level One and Level Two Service Tiers
• Reviews and prioritizes escalated tickets for efficient resolution
• Investigates and resolves complex account discrepancies, connection issues billing issues, and service requests that have been escalated to Level Three support
• Collaborates with internal teams to resolve multi-departmental concerns
• Ensures all tickets are documented thoroughly and updated regularly
• Provides clear, professional, and timely updates to clients regarding their inquiries
• Explains complex resolutions in an easy-to-understand manner to build trust and confidence
• Mentor all team members in the intricacies of Payment Processing and Account Maintenance
• Write our procedures how-to-guides, and continuing education resources on any topic that reaches level three that has steps that can be captured and documented
• Works with Director of Client Experience to analyze workflows that optimize efficiency and bring value to the client experience
• Asses Level One and Two ART by offering guidance and training on basic and complex scenarios
• Acts as a resource for resolving questions and improving team knowledge
• Ability to manage multiple team members, and other priorities in a fast-paced environment
• Skilled and able to execute all tasks within the ART Level One and Two Scope of Work
• Acts as resource to Level One and Two ART, and assists them in ticket issuance and resolution once their tasks in Level Three are complete

• Maintain daily/weekly/monthly metrics, including total tickets assigned, resolved, and open tickets
• Track trends and conduct root-case analysis to identify any process issues that can be addressed in order to mitigate escalations

• Bachelor’s degree or equivalent experience; coursework in business, payment processing, or a related field preferred

• 2+ years in customer service, payment processing, account management, or a related field, with experience handling escalated issues
• Experience with POS Terminals and payment gateways is a plus

Customer Service Excellence – Demonstrates professionalism, patience, and empathy when addressing client inquiries implementing the Myriad Systems ELR strategy
- Empathize, Localize, Strategize. Maintains a client-focused approach to deliver timely and accurate resolutions.

Communication Skills – Strong verbal communication to effectively manage phone interactions. Clear and concise written communication for email correspondence and ticket documentation.

Attention to Detail – Ensures accuracy in issuing and documenting service tickets. Identifies errors or inconsistencies in account records or…