Customer Service Rep

Company Name:
Global Payments, Inc.
Job Title: Customer Service Rep
Department: Baltimore Customer Service
Country: U.S.
State/Province: Maryland
City/Town: Owings Mills
Exact Job Duties to be Performed: Spanish and English required.
Identify and service merchant problems.
Maintain proper telephone etiquette, and have exceptional soft skills.
Log and document merchant calls on appropriate maintenance forms and database.
Use internal systems to review and interpret merchant data.
Maintain individual productivity standards including, but not limited to: Handle time, Adherence,After Call Work, Quality, Order merchant supplies, etc.
Pull and review merchant statements.
Strive for one call resolution, if unable to resolve the merchant's inquiry at the time of call, complete appropriate documentation and provide accurate time frames for resolutions.
Explain Global Payments policies and procedures to merchants.
Attend and participate in Team Meetings.
Exhibit professional appearance and behavior at all times.
Successfully complete training as required.
Comply with all policies and procedures in regards to the Customer Service Department and Global Payments Inc.
Perform other duties and responsibilities as assigned.
Knowledge/Skills/Abilities: High school diploma or equivalent.
Ability to complete multiple tasks in a fast paced environment.
Ability to follow all company policies and procedures, as well as internal departmental procedures.
Ability to work in team driven environment yet be able to work independently to complete daily expectations.
Must have good organizational skills, good interpersonal communication skills (written and oral) and be detailed oriented.
Previous customer service experience in retail, restaurant or other service experience that demonstate customer interaction
Ability to make accurate, independent decisions based on data provided
Willingness to take ownership for own work
Must be flexible and customer focused.
Possess a positive attitude
Ability to follow through and meet deadlines consistently.
Required Qualifications Only: Basic to intermediate computer knowledge and good interpersonal skills
Verbal communication and listening skills
Window/PC experience preferred
Some Office 2000 or equivalent preferred.

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