Overview
The Service Specialist is responsible for answering merchant inquiries in a high-volume, fast paced call center environment. They are required to exceed merchant expectations and maintain an excellent image for the company. By leveraging probing questions and effective listening skills. The service specialist will provide superior customer service via phone, e-mail, and ticketing. This position is required to handle all forms of telephone etiquette such as; call transfers, message taking, call backs, holds, interruptions, and unintentional disconnects. The position will display the highest degree of professionalism and courtesy when speaking with and supporting all customers.
Responsibilities
- Answer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employees
- Educate customer regarding various company products/services
- Helps resolve customer complaints, ensuring that problems can be resolved in a timely manner, and following up with customers' issues when necessary
- Completing incoming account changes within the time guidelines of project or task
- Record keeping of merchant account, updating when required
- Fully Servicing each caller regardless of issue
- Ability to shift priorities as business needs dictate and operate with a sense of urgency
- Strong commitment to quality; delivery of complete and accurate product in a timely manner
- Strong time management skills
- Works well in a collaborative environment; contributes to overall business objectives while promoting a positive attitude and displaying a sense of teamwork
- Additional Responsibilities as assigned or requested by
Qualifications
- Knowledge of the Payment Card Industry a plus
- Customer service/call center experience
- Understanding of Microsoft office suite
- Understanding of Credit card processing hardware
Tools
- Microsoft Office
- Fiserv tools
