Customer Service Representative

Job Summary

Our employees take personal responsibility for ensuring our merchants and vendor partners have the tools and guidance they need to be successful. If you are driven to help us create next-generation payment solutions, eager to effect change, and passionate about providing excellent customer support, we want to talk to you!

The Customer Service team is the first point of contact for Sola’s clients, and they play a critical role in determining client satisfaction, focus on providing outstanding client service, support and experiences that are critical to our ongoing success and merchant retention.

As a Customer Service Representative, you will provide high quality customer service to merchants by responding to inquiries that come into our support desk via email and telephone, handle service tickets regarding the support of Merchant Credit Card processing through troubleshooting, diagnosing and providing merchants with solutions to resolve problems with service, authorization and credit card processing terminals as well as communicates applicable policies, procedures and practices to merchants.

Duties And Responsibilities

• Work the customer service queue, monitoring and answering incoming calls and emails daily, generating trouble tickets in Sola’s Customer Assistance and Ticketing System and contacting the clients with follow-up and resolution.
• Document customer issues utilizing current on-line information management system.
• Ensure timely reporting, referral, follow-up and escalation of merchant issues to minimize disruption to service and overall impact to Sola4 clients.
• Help build and maintain knowledge sources and training materials for inter and intra departmental training and onboarding.
• Act as liaison between merchants and internal departments to communicate, research, and investigate client issues while driving the ticket towards resolution.
• Analyze data and workflows to determine root causes and make recommendations to resolve current problems while gaining efficiencies for future similar problems.

Requirements And Qualifications

• High school diploma or equivalent, some Bachelor’s or Associate’s work preferred
• No experience necessary, 1 – 2 years of related experience preferred
• Proficient keyboard and computer skills, especially Microsoft Office applications
• Must be able to work in a fast-paced environment as part of a team but assume ownership and responsibility for team and self-assigned work.
• Must be able to work independently with minimal supervision using pre-set company policies, procedures and standards as well as contractual agreements as guidelines for interaction and activity.
• Excellent telephone, interpersonal and verbal communication skills. The candidate must be able to communicate clearly and efficiently both over the phone and in writing
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Ability to identify and resolve/escalate complex problems
• Proven commitment to high quality customer service and a customer-first approach to problem solving
• Efficient time management skills to maximize the number of merchants that can be assisted while maintaining a high level of detail in notes and follow-up

Location

• On-site based in ourBrooklyn, NY office. Monday-Friday 10:00am-6:00pm.

Salary Range

• $25-$35+/hr

About Sola

Sola is a leading payments provider offering a full suite of merchant services, including payment processing, gateway solutions, and PayFac capabilities. With strong partnerships across key verticals and a deep integration with ISV platforms, we deliver innovative and scalable solutions that help businesses of all sizes manage their payments efficiently. Headquartered in New York, our company is known for its customer-first approach, cutting-edge technology, and commitment to driving seamless transactions.

Equal Employment Opportunity Policy

Sola provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Sola is a forward-thinking fintech company committed to "powering prosperity through exceptional experiences." Sola is more than just a payment technology provider; it is a trusted partner. It aligns its expertise with the aspirations of its customers, ensuring sustainable growth by offering seamless, scalable solutions that fit the unique needs of every client. Through its deep understanding of both technological advancements and human connection, Sola leads the future of payments with an emphasis on clarity, simplicity, and support.