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Customer Care Specialist - Certified Paments

Certified Payments Fort Worth, TX
  • Posted: over a month ago
  • Full-Time
  • Benefits: medical, vision, 401k, dental, life_insurance
Job Description

 Help First American Payment Systems continue as a leader in the credit card processing industry by providing customer service support to our newly acquired subsidiary, Accelerated Card Company (ACC), from our Fort Worth corporate headquarters as a Customer Care Specialist. As a Customer Care Specialist, you will be responsible for answering inbound calls and customer support emails from our diverse portfolio of government/municipality clients and their customers to resolve issues at an advanced level.

Responsibilities:

  • Process inbound calls to the point of resolution; effectively handle customer inquiries, payment questions, complaints, technical troubleshooting, and requests for account information, taking ownership and following up as necessary to bring the customer closure on their issue
  • Adapt and effectively utilize various internal computer applications to thoroughly research account inquiries, identify and prioritize relevant information, and make appropriate recommendations
  • Diagnose and resolve technical issues involving internet connectivity, clearing internet cache history, website functionality, remotely guiding customers in creating URL shortcuts to their desktop, and password reset issues
  • Responsible for monitoring web-based customer support ticket system; identifying new tickets, researching customer inquiries, and resolving/responding to those inquiries in a timely manner to maintain an average case response time of 2 hours or less

Qu

  • Prior customer service and technical troubleshooting experience in a call center environment is required
  • Bankcard industry experience preferred, but not required
  • Technically minded with an ability to troubleshoot basic PC, internet connectivity, and browser-related issues
  • Compelling and articulate speaker with the ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical
  • Excellent customer service and communication skills, both verbal and written
  • Maintains painstaking attention to detail, completing multiple or repetitive tasks, and demonstrates a commitment to accuracy and quality
  • Ability to meet aggressive deadlines and juggle multiple priorities
  • Strong analytical skills with the ability to define and solve problems creatively
  • Highly productive and able to work efficiently with minimal guidance or supervision
  • Knowledge of computer software systems including Microsoft Outlook and Microsoft Office applications
  • Bilingual (English/Spanish) is a plus
  • Internal candidates must be meeting or exceeding all KPI’s (Talk Time, QA, etc.) and demonstrate exemplary attendance and punctuality

Education and Experience:

High school diploma or general education degree (GED) is required in addition to a minimum of two years related experience providing advanced level customer support in a call center setting. PC literacy is required.

www.certifiedpayments.net

EOE

 

 

Company Description
Certified Payments provides government agencies with the ability to accept payments in a convenience fee environment making it FREE to the agency.

Certified Payments

Why Work Here?

Awesome team and great benefits. Medical, Dental, Vision and 401k.

Certified Payments provides government agencies with the ability to accept payments in a convenience fee environment making it FREE to the agency.

Address

100 Throckmorton Street
Fort Worth, TX
76102 USA

Website

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