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About the Role

You will respond to, process, and take ownership of service requests, ensuring timely resolution while delivering a high level of customer support to assigned merchant accounts.

Responsibilities

• Manage assigned merchant account(s), including coordinating service requests, supporting account-specific procedures, and partnering with field service technicians to meet service requirements.
• Track, prioritize, and resolve merchant requests, service issues, complaints, orders, and project-related support activities.
• Build and maintain relationships with assigned merchants, providing ongoing communication and support related to service needs.
• Assess merchant requirements, determine service priorities, assign work, and dispatch field service technicians as required.
• Monitor technician activity during service calls, update call status, and document service interventions and repairs.
• Support invoicing activities for assigned merchant accounts and review inventory records to ensure accuracy.
• Monitor, update, and follow up on tickets and service calls, escalating issues when appropriate to support timely resolution.
• Respond to inquiries regarding orders, equipment, inventory, and service ticket status.

Requirements

• Post-secondary diploma or degree in a related discipline.
• Minimum 3 years of experience in customer service, account support, or service coordination role.
• Demonstrated experience building and maintaining client or merchant relationships and supporting customer requirements.
• Bilingual in English and French, with the ability to communicate effectively in both languages.

Skills

• Experience working in a call centre environment

Location

• Montreal
• Sackville
• Toronto

Work Type

• Hybrid

Experience Level

• 3 years of experience

Education Level

• Post-secondary diploma or degree

Salary/Compensations

• $44,000 - $60,000

Benefits

• Comprehensive Total Rewards Program, including performance-based bonuses
• Flexible benefits starting from day one
• Choice of a health spending account (HSA) or personal spending account (PSA)
• Retirement planning support, with profit-sharing programs including company match and a defined contribution pension plan
• Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace
• Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives
• Flexibility, including hybrid work arrangements, a Work from Abroad program, and paid time off programs
• Recognition and rewards, with company-wide recognition programs, exclusive banking perks from RBC & BMO, and access to great employee discounts

About the Company

• At Moneris, we believe in empowering you to succeed—personally and professionally. As part of our team, you'll have access to resources, opportunities, and an inclusive environment that supports your development and career.

Equal Opportunity

• We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.
• We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.