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
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.
HS Diploma or GED required
PC Knowledge (Microsoft Office Applications)
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
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