Team Lead - Client Services Bloomington, MN, Bloomington, MN

Team Lead - Client Services

Full Time • Bloomington, MN, Bloomington, MN
At Vanco, we serve those who enrich our communities. Vanco provides businesses, nonprofits and educational organizations a complete range of payment solutions and administrative software. Our solutions make payment processing simple and ease administrative burdens for faith-based groups, nonprofits and schools. We are a software payments company for community organizations, and every transaction tells a story.

An important part of who we are is our Vanco Values in Action. At Vanco, our employees:

  • Clearly Care
  • Own It
  • Grow
  • Have Grit
Business Purpose:
Under minimal direction answers incoming calls from clients regarding a variety of payment solution issues.  Handles escalated calls from customers as necessary and performs research to resolve more complex issues.  Provides training and general oversight to Client Services Representatives.

Job Responsibilities:
• Handles daily inbound calls from clients, merchants, customers, etc.
• Handles escalated calls as necessary
• Responds to written correspondence as necessary
• Determines solutions to problems and escalates high risk problems
• Meets or exceeds department quality and quantity standards
• Applies advanced knowledge and navigational skills on the system and its peripherals
• Writes and maintains documentation and procedures for staff and clients
• Trains and mentor staff on processes, procedures and customer service best practices
• Maintains familiarity with company products and enhancements, industry regulations and company policies
• Handles special projects and other duties as assigned

Minimum Requirements:
• College Degree or equivalent work experience
• 1+ years of customer service experience in a call center environment
• Excellent interpersonal, critical thinking, analytical and problem solving skills
• Excellent verbal and written communication skills
• Proficient in Microsoft applications such as Word and Excel
• Ability to work under pressure and shift priorities as needed
• Dependability and scheduling flexibility are required

Physical Requirements:
While performing the duties of this job, the employee is regularly required to use hands and arms to perform repetitive motions; to sit, stand, talk and/or hear.  The employee may occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by this job include close and distance vision.

Work Environment:
Frequently subjected to interruptions, multiple calls and inquiries.  The noise level in the work environment is usually moderate.  

Vanco is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.





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U.S. Equal Opportunity Employment Information (Completion is voluntary)

Vanco is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

i Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

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Employer Paid Health Insurance
Generous PTO
401(K) Matching