Fiserv Contact Center Associate - Merchant Activations Group in Coral Springs, Florida
What does a great Contact Center Associate – Merchant Activation Group do?
We deliver quality service and professional support in a variety of areas of inbound calls. We support new and existing merchants, Business Consultants, and Independent Sales Offices with setup, activation, and training of their processing equipment within various parameters of processing timeframes. We perform initial training and terminal download/setup/troubleshooting when needed for full processing activation. We provide gateway support for initial password and education of new admin users on new and/or existing accounts. We perform updates/setup/education to callers on new entitlements added to their equipment for processing, and new equipment types. Thoroughly and efficiently, confirm customer information, to prevent the need for future contacts and document interactions through contact tracking.
We maintain a healthy balance between company policy and customer business needs in decision-making. Handles issues in the best interest of both customer and company. Continuously evaluate and find opportunities to drive improvements that positively affect the clients' experience. We promote/provide multiple cross-training opportunities to ensure we stay proficient with the adapting needs of the business.
You are the kind of person who loves to -
Be somewhere that you can take pride in servicing your customer! Belong to a large organization with phenomenal local presence and the feeling of ‘family’. Have opportunities to earn more than just your base salary through various incentive and recognition programs. Highly developed sense of integrity and dedication to customer fulfillment. Demonstrated passion for excellence with respect to interaction with customers while applying strong attention to detail and communication/listening skills. Possess a cheerful, patient, friendly demeanor, strong work ethic and team player mentality. Open to new opportunities to expand your knowledge, advance and grow your career!
Basic Qualifications for consideration:
High school diploma or equivalent
1+ years in a service oriented capacity (call center or banking experience a plus)
1+ years of basic trouble shooting skills of personal web based technology (cell phone, computer, routers, firewalls, wireless etc. a plus)
Ability to communicate clearly and expertly, both verbally and written
Ability to handle high call volume while maintaining an expression of appreciation and concern for the customer
Ability to balance multiple systems/screens and navigate reference system throughout the call
Ability to handle complaints and unpleasant customers
Willingness and ability to work a flexible shift and extra time when needed
Medium to high proficiency with Microsoft Outlook, Chrome, Internet Explorer, Teams Communicator
Preferred competencies for consideration:
Familiarity with performance requirements – Voice of the Customer, Quality, Shift Adherence, call performance metrics, etc.
Some experience with multiline telephones and online noting systems
Reliability to work autonomously and as a team
Familiarity with basic technical support issues related to Internet connectivity and troubleshooting (land line, wireless, Wi-Fi, IP, static vs dynamic)
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