Client Services Associate

TrustCommerce (Santa Ana, California), an established company, is looking to immediately hire a “Call Center Associate” for full-time, in-house employment. TrustCommerce develops and maintains technology-oriented, merchant service solutions in the payment card industry.

About the Company

TrustCommerce, a leading provider of secure payment processing, develops and maintains technology-oriented merchant service solutions in the electronic payment and risk management industry to accommodate merchants of all sizes.  We offer a dynamic, fast paced environment where we are dedicated to helping our employees succeed, as well as offer a generous benefits package including a no-waiting-period health insurance program.

Position Summary

Call Center Associate is responsible for supporting the business and technical needs of our growing client base. This includes web-based support that can vary from end user functionality, interface training, to diagnosing software behavior and/or hardware equipment.

We support our clients with their accounts and processing services through e-mail, and inbound phone calls. The department documents all client service inquires and issues for tracking purposes. The department is staffed by full time employees M-F 6AM-6PM. After Hour support is a required rotational shift and is a departmental effort.

Working Conditions

The department serves our clients 24/7, 365 days of the week. The position requires rotational after hour support in addition to a standard 8 hour work day.


  • Exemplary Attendance and Punctuality in all areas
  • Align to Service Levels and Standards for incoming client services inquiries
  • Conduct a professional demeanor and approach in all client related communications
  • Handles day to day and complex inbound and outbound requests
  • Maintain in-depth knowledge of TrustCommerce products and services by continuing to self-educate with tools and documentation provided by the company
  • Responsible for exercising problem solving skills and ability to work with internal and external resources to analyze data and determine root causes of issues
  • Select and explain the best solution to solve inquires with the objective of retaining our client’s business
  • Communicate resolutions to clients; articulate technical information to non-technical clients
  • Accurately process and record call interactions using designated tracking software
  • Support new end users by providing education on TC Vault’s processing and reporting tools
  • Assist with software integration questions regarding the TC Link API; third party applications


  • High School Diploma or equivalent
  • 4+ Year(s) Customer Service-related Experience; Call Center preferred
  • Exemplary attendance and punctuality
  • Knowledge of customer service principles and practices
  • Impeccable communication skills, both verbal and written
  • Call Center experience – clear, confident, telephone manner

Candidate Must:

  • Be dedicated, reliable, details and solutions oriented
  • Thrive in a fast-paced, dynamic and diverse environment
  • Possess the highest level of integrity, professionalism and excellence

Note: Successful applicants must submit to a pre-employment background check and drug screen