• Customer Care Specialist

    Job Locations US-TX-Fort Worth
    Category
    Customer Service
  • Overview

    Help First American Payment Systems continue as a leader in the credit card processing industry by providing customer service support 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 partners 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 which may include 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

    Qualifications

    • 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

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