• Customer Care Specialist

    Job Locations US-TX-Fort Worth
    Category
    Operations
  • Overview

    Customer Care Specialists are responsible for providing support to all IATS clients, cardholders, acquirers or channel partners.  

    Responsibilities

    -         Manage the Customer Care telephone queue of client and cardholder inquiries

    -         Communicate with Channel Partner & Acquirers to resolve client inquiries

    -         Use acquirer tools & online systems to gather information required to resolve issues

    -         Assist Clients with their day to day activities related to their IATS Merchant Account including but not limited to:

    o    Reconciliations

    o    Reporting

    o    Product Inquiries & Trouble shooting

    o    Address, Contact and Bank Account information Changes

    -         Maintain positive, friendly and motivated environment within the team while adapting to changing business needs

    -         Escalate & Communicate client issues as required to Management

    -         Commit to a scheduled environment including early mornings, stat holidays and Saturdays

    -         Contribute ideas to better resolve problems, serve customers and improve productivity.

    -         Provide backup assistance during the absence of the E-Care Representative

    Qualifications

    • Must have excellent written, oral and interpersonal communication skills.
    • Must be able to accurately answer client questions about the IATS Merchant Program
    • Must have strong problem solving skills.

    ·         Must be able to work in an environment where deadlines are a priority and handling multiple tasks simultaneously is normal.

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