Client Services Assistant
Location: Hopedale, MA
Department: Merchant Services
Employment Type: Full-Time
Reports To: Merchant Services Manager
City Hall Systems Inc. is a leading provider of municipal payment processing and technology solutions for cities and towns throughout Massachusetts and New England. We work closely with municipal departments to simplify payment collection, improve efficiency, and provide residents with convenient and secure ways to conduct business with their local government.
Our services support a wide range of municipal needs, including online payments, payment processing, electronic forms, permitting, licensing, and other digital services. We work directly with municipalities to implement, support, and continuously improve these solutions while providing responsive, personalized client service.
About the Position
We are seeking a highly organized, detail-oriented, and proactive Client Services Assistant to support our Merchant Services team and provide excellent service to our municipal clients.
This position will work closely with the Merchant Services Manager and assist with client communication, payment processing inquiries, research, reporting, account support, and day-to-day administrative responsibilities.
The ideal candidate is someone who enjoys working with people, solving problems, learning new systems, and managing multiple priorities.
Key Responsibilities
- Serve as a point of contact for client questions and requests.
- Respond to client inquiries professionally, accurately, and in a timely manner.
- Research payment processing questions, reports, refunds, deposits, and other client inquiries.
- Work with internal departments and outside partners to resolve issues.
- Track outstanding requests and ensure appropriate follow-up.
- Assist with payment processing research and reconciliation.
- Prepare and review reports, spreadsheets, and client information.
- Maintain accurate client and account information.
- Assist with email correspondence, documentation, and recordkeeping.
- Help coordinate meetings, projects, and client requests.
- Learn and maintain a working knowledge of Merchant Services systems and processes.
- Assist the Merchant Services Manager with special projects and other responsibilities as needed.
What We’re Looking For
The ideal candidate will be:
- Highly organized and detail oriented.
- A strong written and verbal communicator.
- Comfortable working directly with clients.
- A good problem solver who enjoys researching and finding answers.
- Comfortable working with numbers, spreadsheets, and reports.
- Able to learn new software and systems quickly.
- Able to manage multiple priorities and deadlines.
- Proactive, dependable, and able to take ownership of responsibilities.
- Comfortable working independently while also being a strong team player.
- Professional, patient, and responsive when working with clients.
Preferred Qualifications
- Experience in customer service, client services, banking, financial services, or a related field.
- Experience working with municipal or business clients is a plus.
- Payment processing experience is preferred but not required.
- Proficiency with Microsoft Excel or similar software.
- Experience working with databases, financial systems, or business software is a plus.
The Right Person for This Position
We are looking for someone who is reliable, resourceful, and willing to learn.
The right candidate will not simply pass a question along. They will take the initiative to research an issue, determine the appropriate next step, communicate clearly with the client, and follow the issue through to resolution.
This is an excellent opportunity for someone who enjoys client interaction, problem-solving, technology, and working in a fast-paced environment.
Schedule: Full Time, M-F 8:30am-5:00pm