Customer Support Specialist
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Job Description
Customer Support Specialist resolving payment-processing issues for Vehlo’s auto-repair merchants. Managing account updates, escalations, compliance guidance, and merchant communications across phone, email, and chat.
Responsibilities:
- Provide timely, professional support to existing merchants via phone, email, and chat
- Process account updates including bank changes, pricing adjustments, and monthly statement uploads
- Explain Dealer Pay program options, pricing structures, and compliance requirements
- Investigate and resolve payment-related issues, including statement discrepancies and account concerns
- Assist with escalated issues involving terminals, virtual terminals, card security, and unusual processing activity
- Maintain accurate records of merchant interactions, updates, and resolutions in CRM and internal systems
- Collaborate with Technical Support, Implementation, Enrollment, and Operations teams
- Advise on interchange rates, PCI compliance, payment network rules, and DMS-integrated payment workflows
- Stay current on Dealer Pay systems, tools, product updates, and platform functionality
- Use Microsoft Office, Slack, and CRM tools to manage communications and workflows
- Travel as needed
Requirements:
- 2+ years of experience in customer support, preferably in payment processing, fintech, or automotive dealership operations
- Working knowledge of interchange, PCI compliance, processing systems, and dispute resolution
- Strong verbal and written communication skills
- Ability to explain technical or financial concepts clearly to non-technical audiences
- Proven problem-solving ability with a proactive, ownership-oriented approach
- Experience managing complex or escalated customer inquiries
- Proficiency in Microsoft Office, including Excel, Outlook, and Word
- Proficiency in Salesforce
- High attention to detail and strong organizational habits
- Experience with merchant services platforms, payment terminals, or virtual terminal environments preferred
- Familiarity with surcharge and consumer choice pricing programs and compliance requirements preferred
- Exposure to DMS platforms preferred
- Must reside in a state where the company is authorized to employ workers
- Must maintain a dedicated, safe, and distraction-free workspace if working remotely
- Reliable high-speed internet connection sufficient for video conferencing and job-related systems if working remotely
- Ability to work core hours aligned to the stated time zone or schedule expectations
- Employment may be contingent upon a background check
Benefits:
- Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid time off and holidays
- Opportunity for growth
- Opportunity for recognition and rewards
- Reasonable accommodations for individuals with disabilities
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