Enterprise Support 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. Answers customer inquiries, orders, service needs, and complaints, responds where applicable, or directs to technical/service areas. Maintains detailed and current knowledge of the company's/assigned client's products and services. Analyzes customer service needs for communication to service and technical departments when applicable. Requires the ability to navigate a computerized data entry system or other relevant applications.

What Part Will You Play?

• Resolves a variety of payment and account-related requests and inquiries (card activation, 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 cardholders (customers) of 2 or more assigned clients and is capable of working in various other call centers and clients. Provides more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enters required data into client-provided systems and databases. Determines most reasons for customer issues using a client-provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution.
• Further develops knowledge and familiarization of products, policies, and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve cardholder inquiries. Is certified under Global Payments quality certification programs.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically Minimum 2 Years Relevant Experience
• Phone customer service experience

Preferred Qualifications

• Typically Minimum 2 Years Relevant Experience
• On-phone customer service experience; Global Payments systems end user experience

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
• Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.