Merchant Services Representative

Payliance • Columbus, OH

5d • Remote

About The Position

We’re looking for a customer-focused Merchant Services Representative who thrives in a fast-paced, service-oriented environment. In this role, you will serve as a primary point of contact for merchants, providing product education, technical support, and issue resolution across Payliance’s payment solutions. You will play a critical role in ensuring a high-quality client experience while collaborating closely with internal teams to support merchant success.

Requirements

• 1–3 years of customer service experience in a fast-paced, customer-facing environment.
• High school diploma or equivalent experience required; Bachelor’s degree preferred.
• Comfort working with computers and multiple applications; experience with CRM systems such as NetSuite or Salesforce preferred.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly.
• Strong troubleshooting skills and the ability to manage multiple priorities.
• Self-starter with strong organizational and time management skills; ability to handle confidential information.

Nice To Haves

• Bachelor’s degree preferred.
• experience with CRM systems such as NetSuite or Salesforce preferred.

Responsibilities

• Educate merchants on Payliance services and payment products, including ACH, Card, RCC, and RTP, and provide updates on account status.
• Respond to inbound product and service inquiries via phone and written communication, resolving issues related to installation, operation, maintenance, and application compatibility.
• Diagnose and troubleshoot issues with software applications or equipment, recommend corrective actions, and escalate as needed to ensure timely resolution.
• Accurately document customer interactions, technical issues, and resolutions to support reporting, product quality initiatives, and continuous improvement.
• Manage escalated situations, de-escalate concerns, and deliver a positive merchant experience using strong interpersonal and technical skills.
• Partner with internal teams to share recurring issues, merchant feedback, and product insights.
• Perform other related duties as assigned.

Benefits

• Competitive salary and a comprehensive benefits package, including health, dental, and vision insurance; 401(k) with company match; short- and long-term disability coverage; and competitive paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED