Role: Payment Support Specialist

Contact: Sammie Guay, Talent Acquisition @ [email protected]

Why Housecall Pro?

Help us build solutions that build better lives. At Housecall Pro, we show up to work every day to make a difference for real people: the home service professionals that support America’s 100 million homes.

We’re all about the Pro, and dedicate our days to helping them streamline operations, scale their businesses, and—ultimately—save time so they can be with their families and live well. We care deeply about our customers and foster a culture where our company, employees, and Pros grow and succeed together. Leadership is as focused on growing team members’ careers as they expect their teams to be on creating solutions for Pros.

We also offer:

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)

• Paid holidays and flexible, take-it-as-you-need-it paid time off 

• Equity in a rapidly growing startup backed by top-tier VCs

• Monthly tech reimbursements

• A culture built on innovation that values big ideas, no matter where they come from

The role: Payment Support Specialist 

Every day, thousands of home service professionals rely on Housecall Pro’s integrated payments solutions to get paid quickly and easily. As a Payment Support Specialist, you will be the external voice to our Pros on all matters payments-related.  This includes supporting investigations into high-risk payment transactions, troubleshooting technical errors, and providing best-practices on safely accepting and growing their use of payments. As a direct connection to our Pros, you will also be responsible for sharing insights with risk, product, engineering, and customer success teams to help us champion their success.

The person we are looking for is a great communicator who is as comfortable shooting the breeze as they are engaging in difficult conversations. They listen well, establish rapport quickly, and can transmit complex information in a straightforward manner. They thrive on a fast pace, can juggle multiple priorities, and work collaboratively in a team environment.

Responsibilities:

• Be the point of contact with our customers - the Pros - via written and verbal communication regarding payments issues
• High attention to detail in communicating with Pros regarding debt collection, account reconciliation, and high risk payments
• Interpret and assist with reconciliation of merchant services account ledgers
• Eloquently troubleshoot issues and provide assistance to a broad base of customers
• Provide Pros with best practices on chargeback prevention and mitigation, and support chargeback evidence collection and submission
• Troubleshoot technical issues relating to merchant services
• Communicate with engineering product teams to identify and problem-solve technical errors
• Collaborate with Risk team regarding high risk transactions

Qualifications: 

• Bachelor's degree is preferred
• Tech support experience preferred
• Excellent reading comprehension
• Experience in full-time customer support, account management, or sales
• Experience in developing relationships with customers
• Professional attitude and demeanor when interacting with others
• Experience with Salesforce
• Experience with Stripe or other merchant service provider

Compensation: Full-Time $26.44 - $28.85 / hour 

Founded in 2013, Housecall Pro champions home service professionals by giving them the tools to work simpler and grow smarter across all aspects of their business. Our core SaaS software platform helps Pros with scheduling, dispatching, job management, invoicing, payment processing, marketing, and more. We support more than 20,000 businesses and have over 400 ambitious, mission-driven, genuinely fun-loving employees in San Diego, Denver, and all over the world. If you want to do work that impacts real people, supported by a team that’ll invest in you every step of the way, we’d love to hear from you. 

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment for all employees with equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Housecall Pro is an equal opportunity employer; committed to an environment free from discrimination, harassment, and retaliation. #LI-SG1