Customer Care Specialist I

First American Payments Systems • Fort Worth, TX

4d

About The Position

The Customer Care Specialist I works as part of Deluxe’s Operations Team, providing front-line support to clients through inbound calls and customer support emails. The role resolves customer inquiries, complaints, technical issues, and account-information requests with patience and professionalism, taking ownership of assigned items through timely resolution and keeping relevant parties informed. The specialist collaborates with internal departments and merchant acquirers to research issues and recommend product enhancements, and uses internal applications and acquirer tools to investigate account inquiries and make recommendations. Technical support may include troubleshooting internet connectivity, clearing browser cache, website functionality, password resets, and remotely guiding clients through the iATS portal and its reporting.

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 at least 18 years of age.
• Ability to present complex technical information clearly and concisely to technical and non-technical audiences.
• Ability to approach work conscientiously and methodically and see tasks through to completion.
• Ability to develop rapport and maintain strong working relationships with clients, partners, and internal departments.
• Strong listening skills to gather information and research and resolve reported issues.
• Ability to analyze and prioritize information and make appropriate recommendations.
• Proven leadership and organizational skills, and comfort communicating with all levels of management and with internal and external customers.
• Ability to work independently in a multi-task environment and as part of a team.
• Dependable, self-motivated, and productive with minimal guidance or supervision.
• Presents a professional, positive image and is committed to meeting quality standards.
• Internal candidates must be meeting or exceeding all KPIs and have an excellent attendance record.

Nice To Haves

• Associate degree and 2 years of experience.
• Salesforce experience.

Responsibilities

• Process inbound calls and email support items through resolution, handling customer inquiries, complaints, technical troubleshooting, and account-information requests.
• Take ownership of assigned work items, pursue timely resolution, provide regular updates to invested 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 internet cache history, website functionality, and password resets.
• Remotely guide clients through the iATS portal and associated reporting.

Benefits

• Healthcare benefits, including medical, dental, and vision.
• Paid time off, volunteer time off, and holidays.
• Employer-matched retirement plan.
• Employee stock purchase plan.
• Short-term and long-term disability.
• Infertility treatment, adoption, and surrogacy assistance.
• Tuition reimbursement.

What This Job Offers

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