Client Care Manager

Manager, Acceptance Support (Authorize.net)

 

The Acceptance Support Manager will be part of our Client Care support team and will be responsible for managing a team of Sr. Client Care Representatives that will be assisting Authorize.net clients regarding their payment gateway account.

Responsibilities:

• Managing a team that supports multiple support channels (voice, live chat, email & support case)
• Ensures that staff performance follows established procedures and meets or exceeds departmental performance standards
• Provides daily direction and communication to representatives
• Provides feedback, coaching, and training to meet performance objectives
• Provides statistical, performance, and developmental feedback on a regular basis to each team member
• Creates and administers performance reviews for skill improvement
• Conducts regular evaluations to monitor team member’s adherence to quality and departmental policies on client interactions
• Addresses disciplinary and/or performance concerns according to company policy. Makes effective/appropriate decisions relative to corrective action as required  
• Ability to handle and resolve escalated client concerns
• Required to be flexible for leadership coverage, 24x7, 365
• Involved in process improvement procedures regarding the client experience or product enhancements (process & project management)
• Shares continual responsibility for deciding how to manage team member & ensuring client requests are handled efficiently and effectively from an overall line of business point of view
• Ability to work cross-functionally with multiple departments and platforms
• Ability to discuss and present with Senior Leadership on various topics

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications
Basic Qualifications:
• Strong troubleshooting skills
• Excellent verbal and written communications in English, interpersonal skills, customer orientation, team interaction, and problem solving
• Customer service skills, including call de-escalation techniques and a commitment to quality service
• Self-motivated, with the ability to work within a team and independently
• Must have punctual, regular, and consistent attendance
• Ability to multi-task, continually reprioritize workload, and work under various constraints, while adapting easily to shifting priorities and challenges
• Ability to quickly identify problems/trends, while taking appropriate action to solve the issue, including effective communication skills to wider audiences

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.