Payment Center Representative - Springbrook Holding Company LLC

Why Springbrook:

Springbrook Software is the premier provider of cloud-based ERP and payments solutions tailored for local government entities and special districts. For over three decades, we have been pioneers in setting operational standards for small to medium-sized municipalities and utility districts, focusing on efficiency, economy, and security. Our solutions are trusted by over 3,000 cities, towns, and districts across the nation, enhancing financial management, payroll, and utility billing processes.

At Springbrook, we cultivate a work environment that values performance, productivity, and teamwork. Our team members are empowered to innovate and excel alongside colleagues who share a passion for transforming the public sector through cutting-edge technology. We prioritize fun, engagement, and a balanced work-life dynamic, offering competitive salaries and superior benefits.

Join us if you're inspired to contribute to a new era of transparent, efficient, and innovative governance. We're eager to welcome forward-thinking individuals ready to make a significant impact.

Where You Fit:

The Payment Center Representative provides technical support and customer services (online payments and basic -intermediate technical support tickets) to our customers over phone and email.

This position is not eligible for remote work. Because of Payment Card Industry (PCI) Standards we require candidates in office at 108 South 700 East, American Fork, Utah.

The Company is flexible and seeks qualified candidates for part-time to full-time shifts. This position is ideal for college students looking to earn money and gain valuable work experience.

Strong preference will be given to applicants who are bilingual (Spanish/English)

Multiple vacancies - Full Time or Part Time schedules available

Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone or email, adhering to Springbrook Software policies and best practices.
• Work with customers using credit cards or bank checks for payments over the phone.
• Become an expert on the Xpress Bill Pay (XBP)/Payment system for end users
• Help end-users set up accounts online on the XBP website.
• Uses Xpress Bill Pay ticketing system to create, track, and/or update details on the specifics of client issue(s).
• Enter pertinent case data into the CRMs (SalesForce) to log customer calls and emails.
• Determine the urgency of issues for each client case and escalate where necessary.
• Update our internal databases with information about technical issues, internal process documentation knowledge base articles, and useful discussions with customers.
• Share feature requests and effective workarounds with team members.
• Maintain general awareness of Springbrook security and privacy policies.
• Report any security incident or suspected security incident to the Xpress Bill Pay Incident Response Team

Required Qualifications

• One year experience providing customer support via phone and email.
• Call-Center experience
• Strong customer service skills with the ability to work independently or with minimal supervision.
• Organized, positive attitude and a team player.
• Ability to work with others in researching and resolving issues. Prepare reports for internal and external updates.
• Must be at least 18 years of age or older

Desired Qualifications

• Understanding and experience working in the Payments area.
• Prior work experience within local government or providing support for a SaaS product
• Mobile app specialist

Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered). Xpress Bill Pay is an Equal Opportunity Employer. Xpress Bill Pay does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.