Customer Care Specialist I

Deluxe•Fort Worth, TX

About The Position

The Customer Care Specialist I works with peers on the Operations Team to provide front-line support to clients through inbound calls and customer support emails. The role resolves customer inquiries, complaints, technical issues, and account-information requests at an advanced level while maintaining patience and professionalism. The specialist takes ownership of assigned cases through resolution, keeps relevant parties updated, and works with other departments and merchant acquirers to research and resolve issues or recommend product enhancements. The role also uses internal computer applications and acquirer tools to investigate account inquiries and makes recommendations based on the information found.

Requirements

High school diploma or GED and 4 years of related experience, or an associate degree and 2 years of related experience.
Experience developing communication processes and procedures to facilitate information exchange among internal and external groups.
Must be 18 years of age or older.

Nice To Haves

Associate degree and 2 years of experience.
Salesforce experience.
Ability to clearly and concisely present complex technical information to technical and non-technical audiences.
Conscientious, methodical approach to work and ability to see tasks through to completion.
Ability to develop rapport and maintain strong working relationships with clients, partners, and internal departments.
Exceptional listening skills for gathering information, researching, and resolving reported issues.
Ability to analyze and prioritize information and make appropriate recommendations.
Proven leadership skills and excellent organizational skills; comfort communicating with all levels of management and internal and external customers.
Ability to work independently in a multitasking environment and as part of a team.
Dependable, self-motivated, and productive with minimal guidance or supervision.
For internal candidates: meeting or exceeding all KPIs and having an excellent attendance record.
Professional, positive image that reflects well on the organization.
Commitment to meeting quality standards.

Responsibilities

Process inbound calls and email support items through resolution, including customer inquiries, complaints, technical troubleshooting, and requests for account information.
Take ownership of assigned work items, pursue timely resolution, provide meaningful updates to relevant parties, and support client and partner satisfaction.
Collaborate with other departments and merchant acquirers to research and resolve customer issues and provide recommendations for product enhancements.
Use internal computer applications and acquirer tools to research account inquiries, identify and prioritize relevant information, and make appropriate recommendations.
Diagnose and resolve technical issues, including internet connectivity, clearing browser cache history, website functionality, password resets, and remotely guiding clients through the iATS portal and reporting.