Customer Support Representative - MMC Group : Job Details

**Job Details**

**Call Center**

Customer Support Representative Dallas, TX Posted: 2/17/2022 Job Description Job ID#: 52504

Job Category: Call Center

Position Type: Direct Hire

Positions Available: 3

Customer Support Representative - Dallas, TX **About our client:** Our client, with offices throughout the nation, is one of the largest, fully integrated merchant acquirers and payment processors in the world. With operational offices in Dallas, Tx, they at the forefront of payment technologies that make fast, secure global credit and debit card processing more efficient and cost effective for merchants, ranging from micro-enterprises to multinational companies and financial organizations throughout North American and Europe. **About the position:** As a Customer Support Representative, you will be responsible for interacting with customers (merchants), Independent Sales Organizations, (ISO's), Independent Business Analysts (IBA's), Sales Agents, Alliance Partners and vendors on behalf of the organization. This position is also responsible for providing information about products and services, answers billing questions, researching caller complaints, and providing Tier 1 support for equipment related inquiries. This position also plays an important role in establishing and maintaining the company's reputation by maintaining professionalism at all times. **Responsibilities:**

* Confer with merchants, ISO's, IBA's, Sales Agents, Alliance Partners, Vendors and Internal Departments by telephone in order to provide information pertaining to account inquiries, products and services or to obtain details of complaints

* Keep records within the proprietary CRM of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

* Research customers' service or billing complaints to determine what action needs to be taken to resolve their issues

* Check to ensure that appropriate changes were made to resolve customers' problems

* Refer unresolved customer grievances to designated departments for further investigation

* Determine charges for services requested and explain deposits, refunds, and or payments

* Identify opportunities for potential sales leads and upsells on products and services

* Recommend improvements in products, service, or billing methods and procedures in order to prevent future problems

* Maintain work queue and completing work items that are assigned within a timely manner

* Initiate outbound calls to customers that may require follow up for additional research with escalated cases

* Review and respond to incoming emails within a timely manner

* Navigate through Front-End and Back-End systems to research accounts

* Access and understand account information, billing information, transaction records, terminal details, and any associated account profiles

* Access and handle documents with sensitive information, in accordance with company policy

* Identify and escalate caller complaints to the appropriate escalation groups

* Use scripts as addressed by management to assist with call handling and reporting

* Understand Net Promoter Score metrics to achieve the positive response rate from merchants pertaining to Customer Satisfaction Surveys

* Maintain time management (i.e. clocking in/out)

* Complete job related projects and additional duties as assigned by management staff

**Qualifications:**

* 2+ years of Customer Service experience (preferred)

* High School diploma or equivalent

* Strong verbal communication and active listening skills

* Customer orientation and ability to adapt/respond to different types of characters

* Problem solving and basic analytical skills

* Ability to multi-task, prioritize, and manage time effectively

* Basic understanding of CRM systems and practices

* Basic computer skills (i.e. navigating windows applications)

* Basic knowledge of MS Office applications (Outlook, Excel, Word)

* All applicants must pass a drug test, background check, and credit evaluation

Throughout the past 25 years plus, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.

We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.

MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.

We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at

Get started on your career journey today! Apply to become a part of the MMC Team!

*We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.*

Job Requirements

**If you already have an account, please click**