Customer Support Center - Associate - C/S

CardWorks - Lake Mary, FL (30+ days ago)3.5

As a Customer Support Center - Associate you will be responsible for answering telephone call inquiries and promoting an organization's products and services. Your duties will also include researching and resolving complaints to ensure customer retention and satisfaction.

Position Summary

  • Assists and advises cardholder regarding their credit card accounts
  • Answers telephone and interacts with customers in a professional manner
  • Facilitates problem resolution in accordance with policy and procedure
  • Updates and notates customer information within the operating system
  • Completes necessary steps to initiate account transactions and investigations
  • Advises cardholders of billing disputes procedures including transferring call or opening disputes if after hours
  • Determines when to escalate calls that require further assistance
Summary of Qualifications
  • Meets established unit standards for quantity, quality and monitoring
  • Responsible for monitoring monthly statistics and meeting personal and unit goals
  • Speaks clearly and is able to convey a clear message
  • Able to change applications and support business objectives, i.e.; SWAT, FUSION
  • Works to achieve department and individual goals; supports management and unit and team to accomplish company objectives
Education & Experience
  • Requires a high school diploma or its equivalent
  • Work related inbound and or outbound telephone experience highly desirable
  • Experience with First Data Resources (FDR), Evolve or related platforms preferred
  • 0-2 years of related customer service or collections experience
  • Experience working with computers is required