Customer Care Specialist
MerchantE
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Posted:
August 15, 2023
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Hybrid
About the position
The job overview for this position is to ensure correct, efficient, and memorable service to all clients through inbound and outbound calls. The role requires availability to work varied shifts and days, including holidays, weekends, and graveyard shifts. The position is a hybrid role, with some remote work and some days in the Alpharetta office. The main responsibilities include resolving customer inquiries, navigating online tracking and database applications, entering data and submitting change requests, reviewing reports, and providing excellent service and solutions to meet merchant's needs.
Responsibilities
- Ensure correct, efficient, and memorable service to all clients through inbound and outbound calls
- Work varied shifts and days, including holidays, weekends, and graveyard shifts, to ensure coverage and support
- Review and resolve customer inquiries and concerns in a fast-paced contact center environment
- Navigate multiple online customer tracking and database applications
- Enter data and submit change requests, route change requests
- Review merchant reports and in-house reports
- Retain customers by delivering excellent service, price negotiations, and rate reviews
- Provide solutions to meet merchant's needs
- Provide technical knowledge to assist customers with Merchant e-Solutions services and equipment
- Access online reference library for autonomous problem solving
- Communicate with clients effectively
Requirements
- Availability to work varied shifts and days, including holidays, weekends, and graveyard shifts
- Ability to provide correct, efficient, and memorable service to clients through inbound and outbound calls
- Proficiency in navigating online customer tracking and database applications
- Data entry and submission of change requests
- Reviewing merchant reports and in-house reports
- Retention of customers through excellent service, price negotiations, and rate reviews
- Providing solutions to meet merchant's needs
- Technical knowledge of Merchant e-Solutions services and equipment
- Accessing online reference library for autonomous problem solving
- Strong communication skills
Benefits
- Excellent customer service training and experience
- Opportunity for price negotiations and rate reviews
- Access to online reference library for autonomous problem solving
- Opportunity for career growth and advancement
- Strong organizational and negotiation skills
- Opportunity for consultative sales and account relationship management
- Opportunity to work in a high-volume environment
- Opportunity to work with complex computer applications
- Opportunity for problem solving skills development