Payroll and Customer Service Specialist in Hagerstown, Maryland at Mercantile Processing Inc

Mercantile Processing, Inc. (MPI) provides payment and payroll solutions to merchants while supporting agents and referral partners across a variety of industries. We are committed to delivering responsive, knowledgeable service and practical solutions that help our customers and partners confidently navigate their payment technology and business needs.

The Payroll and Customer Service Specialist provides day-to-day support for MPI’s payroll merchants and contributes to the continued development of MPI’s payroll services. This role helps merchants with onboarding, product education, account maintenance, troubleshooting, and ongoing service needs. The position also supports the broader Customer Service team with merchant inquiries and general service requests.

Provide responsive, professional customer support to MPI merchants, agents, and referral partners by phone and email.

Serve as a first-level resource for payroll merchants, including onboarding support, product navigation, account maintenance, and routine platform questions.

Troubleshoot common merchant and payroll issues, document the work completed, and escalate complex concerns to the appropriate team member or provider.

Maintain accurate merchant information, account records, and case documentation in company systems.

Develop working knowledge of MPI products, platforms, processors, payroll services, and internal procedures.

Coordinate with the Customer Service team to balance workload and ensure customer requests are handled efficiently.

Identify recurring customer issues and share opportunities to improve processes, training, and the customer experience.

Participate in training, team meetings, and process-improvement initiatives.

Perform other duties reasonably related to the role and business needs.

Strong customer service and interpersonal skills, with the ability to communicate clearly and professionally by phone and in writing.

Strong organization, attention to detail, follow-through, and time-management skills.

Comfort learning and navigating multiple technology platforms and documenting work accurately.

Working proficiency with Google applications and common web-based business tools.

High school diploma or equivalent experience.

Experience in customer support, payroll services, merchant services, payment processing, financial technology, or a related field.

Experience using CRM, ticketing, gateway, terminal, or payroll platforms.

Associate degree or relevant additional education or training.

We work hard, celebrate our wins, and believe our people deserve benefits worth getting excited about! At MPI, we offer more than just a paycheck. We're invested in your health, happiness, and future.

We've Got You Covered: Medical, dental, and vision insurance to keep you feeling your best.

Your Future Looks Bright: A 401(k) retirement plan with employer matching to help you build your future.

Work Hard, Recharge Harder: 12+ days Paid time off and paid sick and safe leave because life happens and you deserve a break.

More Days to Celebrate: 11 paid company holidays every year.

Peace of Mind Matters: Long-term disability coverage for added financial security.

Good Times, Great People: Two company-sponsored events each year to celebrate, connect, and have some fun!

Benefits are subject to eligibility, applicable waiting periods, plan documents, company policies, and applicable law.

This role regularly involves operating a computer, communicating by phone, video, and email, and remaining in a stationary position for extended periods. Regular and reliable attendance during the assigned schedule is an essential function of the role. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Mercantile Processing, Inc. is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

This description summarizes the general nature and level of work expected for this position. It is not intended to list every duty or responsibility. Responsibilities may change based on business needs. Nothing in this posting creates a contract of employment or alters the at-will employment relationship, where permitted by law.