Customer Operations Specialist

Summary of This Role

Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilizes various databases to select the best processing method and explains the solution to the client in order to resolve the inquiry. Maintains an accurate and complete record of all inquires and problems handled. Operates a personal computer, mainframe, software packages and front end programs related to the client.

• Resolves escalated/inbound client and/or merchants technical support issues relating to point of service (POS) products, such as but not limited to dial-up card swipe terminals, standard and customized software-based systems, and provide detailed responses to resolve customer issues. Enters required and additional relevant information into databases while resolving customer issues achieving established goals and objectives for quality and productivity measures. May assist in the resolution research for new or previously unknown point of sale product issues.
• Leverages knowledge of existing and/or legacy POS products and services and customer service experience to assist in the coaching/training of less knowledgeable teammates. Develops knowledgebase of newly implemented or revisions to POS products, policies, procedures, compliance and association regulations through the continued participation in on-going training and reference to online manuals. Assists less experienced Technical Customer Service Representatives with the interpretation of association guidelines, policies and compliance regulations.

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 4 Years Relevant Exp

Preferred Qualifications

• Typically Minimum 6 Years Relevant Exp
• Previous customer service experience with a focus on payments industry

• Skills / Knowledge
  - As a skilled specialist, completes tasks in resourceful and effective ways.
• Job Complexity
  - Works on assignments requiring considerable initiative. Understands implications of work and makes recommendations for solutions.
• Supervision
  - Proposes methods and procedures on new assignments. May be informal team leader.
• Computer skills
  - Basic computer skills
• Industry Knowledge
  - Ability to develop basic payments industry knowledge
• Research
  - Basic ability to research issues and resolve customer inquiries