Customer Care Specialist I

First American Payments Systems•Fort Worth, TX

About The Position

As a Customer Care Specialist, you will work closely with a team of your peers to ensure the highest levels of customer service. This role is an essential part of the Operations Team, providing front-line support to clients by answering inbound calls and customer support emails to resolve issues at an advanced level.

Requirements

HS/GED and 4 years of related experience or Associates and 2 years
Must be 18 years of age or older
Experience developing communication processes and procedures to facilitate the exchange of information among internal and external groups

Nice To Haves

Associates and 2 years
Salesforce experience preferred, but not required
Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical
Conscientiously and methodically approaches work. Sees tasks through to completion
Ability to develop rapport and maintain strong working relationships with clients, partners, and internal departments
Exercises exceptional listening skills to gather information and research and resolve reported issues
Competently analyzes and prioritizes information to make appropriate recommendations
Possesses proven leadership skills, excellent organizational skills, and is comfortable communicating with all levels of management and internal/external customers
Ability to work independently in a multi-task environment, as well as a part of a team. Must be dependable and a self-motivated individual.
Highly productive with minimal guidance or supervision
Internal candidates must be meeting or exceeding all KPI’s and have excellent attendance record
Presents a professional, positive image that reflects well on the organization
Committed to meeting quality standards

Responsibilities

Process inbound calls and email support items to the point of resolution, effectively handling customer inquiries, complaints, technical troubleshooting and requests for account information with a high-level of patience and professionalism
Take ownership of assigned work items with a focus on timely resolution, providing regular and meaningful updates to invested parties, and overall client and partner satisfaction
Work closely with, and in collaboration with, other departments and merchant acquirers to research and fully resolve customer issues and/or recommendations for product enhancements
Adapt and effectively utilize various internal computer applications and acquirer tools to thoroughly research account inquiries, identify and prioritize relevant information, and make appropriate recommendations
Diagnose and resolve technical issues which may include internet connectivity, clearing internet cache history, website functionality, password reset issues, and remotely guiding clients through the iATS portal and associated reporting