Location: Columbus,GA, USA
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Monday-Friday Schedules
Days ONLY
$15h
Starts 1/18/22
**Summary of This Role**
Responds to customer inquiries via telephone and email at to provide problem resolution in accordance with the organization's service standards. Receives inbound telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.
* Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients. Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes. Enters required data into client provided systems and databases. Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
* Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.
**Role & responsibilities**
* Receive inbound calls, process chats, calls and/or emails to answer customer questions, address their concerns
* Communicate clearly and effectively to resolve customer issue quickly and ensure satisfaction
* Handle between 60-80 inbound calls per day
* Work with card members to understand their needs and tailor unique solutions for each customer
* Address general and account-specific customer inquiries; provide clear and concise information and updating customer account information
* Provide accurate and complete information by using the appropriate tools and resources
**Qualifications & experience**
* Strong contact center phone experience or heavy volume phone experience in a call center
* Able to use effective and probing questioning and listening techniques to identify customer needs
* Able to learn and work independently as well as in a team environment
* Intermediate computer skills
* Strong oral and written communication skills
* Effective call resolution
* Able to work a flexible schedule
* Able to successfully pass a criminal background check and drug screen
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
locationColumbus, Georgia, USAlocationColumbus, Georgia, USAlocationColumbus, Georgia, USA