Customer Service Specialist

Summary of This Role

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.

What Part Will You Play?

• Subject Matter Expert (SME) for several clients and frequently serves an informal leadership role on the team or call center and act as the supervisor in their absence. Works off a phone queue to resolve payment and account related requests and inquiries (account balance, fund availability, fund transfers, payments, stop payment requests, account closings, authorizations, name and address updates, loyalty program and other general account maintenance/ information) for card holders (customers) of a wide and varied range of company clients and call centers. Is the primary agent assigned to high value calls to include but not limited to fraud and risk. Occasionally creates processes and provides responses not included in the established documentation. Enters required data into client provided systems and databases. Determines most reasons for customer issues using a client provided decision tree and resolve escalated or more complex issues. Refers unresolved customer grievances and requests to designated departments for further investigation and resolution. Provides SME advice to lower level Customer Service Representatives (CSRs) and research and develop solutions in collaboration with clients to new or previously unknown issues.
• As the SME and team lead, identifies coaching and training opportunities within the team. Maintains extensive knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by referring to online manuals as necessary and specific client training required to resolve card holder inquiries. Maintains certification under Global Payments' quality certification programs. Receives extensive training for high risk/value inquiries. Trains and coaches new agents both in the training room and on the call center floor.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 6+ Years Relevant Exp
• Phone customer service experience

Preferred Qualifications

• Typically Minimum 6 Years Relevant Exp
• On phone customer service experience; Global Payments systems end user experience

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Ensures tasks of team are competed in a timely manner.
• Job Complexity - Consistently works on complex assignments requiring some independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures. Oversees a team and coordinates daily work covering multiple assignments.
• Supervision - Determine methods and procedures on new assignments with some independence. Often acts as a facilitator for group. Is formal team leader.