Customer Care Specialist

Responsible to ensure correct, efficient and memorable service to all clients while performing inbound and outbound calls. Position will require availability to work varied shifts and days in order to ensure coverage and support. (Some Holidays, Weekends and Graveyards shifts). Role will be hybrid; remote and some days in Alpharetta.

Essential Duties and Responsibilities:

• Review and/or resolve customer inquiries/concerns in a fast-paced contact center environment.
• Navigate several on-line customers tracking and database applications.
• Enter data and submit change requests, route change requests.
• Review merchant reports and in-house reports.
• Responsible for retention of customers by delivering excellent service, price negotiations, and rate reviews.
• Provide solutions to meet merchant's needs.
• Provide technical knowledge to assisting customers regarding Merchant e-Solutions services and equipment.
• Access online reference library for autonomous problem solving.
• Communicate with merchants and execute new downloads successfully.
• Meet Departmental Performance Standards as outlined

Qualifications:

• Bachelor Degree preferred
• High School diploma or equivalent required
• Demonstrated computer navigational skills/technical skills for Customer Care
• Payments Industry experience is REQUIRED
• Strong sense of customer service with heavy customer contact via telephone in a high-volume environment preferred
• Excellent verbal, written communication and listening skills.
• Strong organizational and negotiation skills.
• Demonstrated ability to set goals and achieve targets.
• Demonstrated aptitude with consultative sales and account relationship management
• Detail oriented
• Demonstrated navigational aptitude for complex computer applications
• Problem solving skills

#Li-KB1