Agent Support Specialist

Deluxe • Fort Worth, TX

2d

About The Position

The Agent Support Specialist will be responsible for handling calls from the High Priority ISO group and escalation calls from existing ISOs as needed. Additionally, they will be responsible conducting new-hire trainings and identifying/coordinating ongoing educational and training opportunities for existing team members. Additional projects may also be assigned by the Agent Support Manager as needed Assist Agent Support Specialists and Maintenance Support Specialists with training and escalated call resolution in an internal queue environment. Identify and coordinate ongoing educational/training opportunities for existing staff members Support the High Priority ISO phone queue and handle escalation calls from existing ISOs as needed Encourage open communication by listening attentively and actively Run and distribute reports for other departments and ISOs as assigned Assist with all other responsibilities assigned to the Agent Support and Maintenance Support groups as needed, including but not limited to

Requirements

• HS/GED and 4 years of related experience or Associates and 2 years
• Must be 18 years of age or older
• Strong understanding of customer service skills for both internal and external parties.

Nice To Haves

• Some college preferred
• Ability to present complex information in a clear and concise manner
• Ability to develop rapport with sales agents and maintain strong working relationships
• Understanding of risk management, operations departments and other First American departments in order to accurately deliver information to outside reps
• Ability to quickly process correspondence and work items
• Above-average verbal and written communication skills
• Ability to maintain excellent call stats without sacrificing call quality
• Ability to understand complex merchant issues, determine the appropriate course of action, and follow through to ensure satisfactory resolution
• Ability to work as a member of a team
• Quick learner and able to adapt to change
• Working knowledge of the POS equipment supported by First American
• Ability to meet aggressive deadlines and juggle multiple priorities
• Dedicated to exceeding call quality standards

Responsibilities

• Handling calls from the High Priority ISO group and escalation calls from existing ISOs as needed.
• Conducting new-hire trainings
• Identifying/coordinating ongoing educational and training opportunities for existing team members
• Assist Agent Support Specialists and Maintenance Support Specialists with training and escalated call resolution in an internal queue environment.
• Identify and coordinate ongoing educational/training opportunities for existing staff members
• Support the High Priority ISO phone queue and handle escalation calls from existing ISOs as needed
• Encourage open communication by listening attentively and actively
• Run and distribute reports for other departments and ISOs as assigned
• Assist with all other responsibilities assigned to the Agent Support and Maintenance Support groups as needed

Benefits

• Medical, Dental, Vision benefits start day ONE!
• Paid time off
• 401K
• paid maternity/paternity leave
• tuition reimbursement
• pet bereavement
• Volunteer Time Off
• Holidays
• Employer-Matched Retirement Plan
• Employee Stock Purchase Plan
• Short-Term and Long-Term Disability
• Infertility Treatment, Adoption and Surrogacy Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED