Merchant Training Representative

Deluxe • Fort Worth, TX

1d

About The Position

The Merchant Training Representative is responsible for contacting and accepting incoming calls from merchants and sales representatives to facilitate equipment setup and download. This role involves training merchants on equipment functions, ensuring proper operation, and reviewing orders to prevent and resolve errors. Representatives will also create orders for new merchants requiring additional supplies, equipment, or equipment swaps. Key responsibilities include handling escalated technical issues, tracking daily work items, managing multiple ticket queues, and staying updated on current and new products, as well as industry changes.

Requirements

• HS/GED
• Ability to speak clearly and listen actively
• Capable of handling multiple inquiries in a fast-paced environment
• Basic proficiency with computers, including navigating web browsers, email and common software such as, Microsoft office suite
• Must be 18 years of age or older
• Internal candidates must be meeting or exceeding all current departmental standards

Nice To Haves

• Associate’s degree
• 2 years of call center experience involving customer service, tech support and knowledge of credit card processing
• Working knowledge of Point of Service (POS) equipment installation and operation
• Bilingual (English/Spanish) is beneficial
• Ability to present complex technical information to a non-technical audience
• Compelling and articulate speaker in a variety of settings
• Expert problem-solver who completes quality work on time
• Possesses excellent organizational skills and is comfortable communicating with internal and external customers via email
• Understands technology and can grasp challenging technical issues
• Dependable and remains flexible to support schedule changes to meet business needs and goals

Responsibilities

• Contact and accept incoming calls from merchants and sales representatives to set up and download equipment
• Train the merchant on the equipment functions and ensure the equipment is operating correctly
• Review orders to ensure mistakes are caught and resolved prior to completion
• Create orders for new merchants requesting additional supplies and/or additional equipment or equipment swaps
• Complete outgoing and incoming calls to/from merchants and sales representatives to set up, download and train on equipment functions and ensure equipment is operating correctly
• Handle escalated technical issues by providing an effective resolution
• Track and report daily work items
• Work multiple ticket queues and other department functions as needed
• Maintain knowledge of current and new products, as well as industry changes

Benefits

• Healthcare (Medical, Dental, 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
• Number of Employees: 501-1,000 employees