Inbound Customer Support Agent
Mercury Payment Systems - Durango, CO

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Responsible for answering incoming calls in a professional and courteous manner in an effort to provide superior service to our developers, dealers, and merchants. Directs calls to the appropriate departments/personnel and/or ensures the information is accurately input into a trouble ticket. Spanish speakers encouraged to apply.

Essential Functions include the following. Others may be assigned.

Receive inbound calls from merchants and dealers

Have a general knowledge of each department and be able to direct callers appropriately

Obtain a full understanding of what information is being requested

Accurately document all calls and actions taken utilizing the trouble ticket console

Have a thorough understanding of the products and services supported

Deal with specific transaction errors and pre-authorization questions

Assist merchants in navigating the Mercury website

Handle deposit timing questions

Running misc. transactions for merchants

Provide Quality Customer Service on EVERY call

Handle basic gift questions

Promote Teamwork

Organize and Prioritize duties

Adhere to company policies as defined

Attend and actively participate in team meetings and 1 on 1’s

Accept assignments with open, cooperative, positive and team oriented attitudes

Increase knowledge through supervisors, fellow employees, and trade publications

Consistently monitor email and voicemail communications and respond in a timely manner

Handle other duties as assigned

Collaborate with Merchant Sales by sending new leads in a timely manner to Sales Support

Assist Retention by keeping upset merchants to a minimum through quality metrics such as maintaining a low average speed of answer.

Aid our Reseller Relations and Finance Departments by stuffing commission checks monthly to make sure they are mailed on time to our Dealer base.

By clearly documenting each call we assist in the overall efficiency of Mercury

Expeditiously and accurately handle Strategic Accounts, Platinum Merchant and Dealer issues.

Ability to exemplify MPS values:
Win - Possess the ability to accept and be responsible for accomplishing tasks in a timely manner

Relationships - Ability to build positive interactions within MPS and with external partners

Collaborate - Ability to work as a team to accomplish common goals

Education - Willingness to learn new information

Integrity - Ability to display personal accountability

Creative Thinking - Ability to be resourceful in troubleshooting issues

Twyla factor - Possess the following: focus, intelligence, curiosity, confidence, enthusiasm, and the ability to have fun and play well with others

Essential Functions – Tier 1

Maintain 90% attendance

Maintain an 88% average or higher in QA metrics

Pass a Knowledge Base and Versus test with 90% or higher

Undergo 403 Labs training and accompanying test with 90% or higher

Qualifications - to perform this position successfully, an individual must be able to perform the essential functions satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability needed or desired.

Education/Certification:
HS Diploma or GED required

Required Knowledge:
PC Knowledge (Microsoft Office Applications)

Skills/Abilities:
Ability to work in a team oriented environment

Excellent listening and comprehension

Ability to be empathetic

Able to work in a multi-task environment

Maintain regular and punctual attendance

Effective oral and written communications

Ability to sit for long periods of time

Ability to interact with a diverse population

Ability to effectively communicate via the telephone

Mercury Payment Systems - 18 months ago - save job - block
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