Merchant Care & Customer Experience Specialist

FirstCash, Inc.; Coppell, Northern (TX, KY); Hybrid; USD 42,000 - 52,000; Full time

Job summary

FirstCash, Inc. is seeking a Merchant Care Specialist to deliver exceptional support to merchant partners and customers through the consumer application process. You will respond to inquiries by phone, email, and chat with clear, accurate information while maintaining compliance with company policies.

The role emphasizes a customer-first mindset, strong communication, and problem-solving in a fast-paced environment. Prior experience in customer service and familiarity with CRM tools are valued.

Qualifications

• Minimum 1 year of customer service or related experience.
• Strong verbal and written communication skills.
• Ability to work accurately in a fast-paced setting.

Responsibilities

• Assist merchant partners and customers via phone, email, and chat.
• Deliver accurate, timely information and resolve inquiries.
• Maintain performance metrics and document interactions.
• Escalate complex issues to appropriate teams when needed.
• Collaborate with teammates to ensure a smooth customer experience.
• Stay updated on process changes and implement them promptly.
• Build positive relationships with merchants through proactive support.
• Perform additional operational duties as assigned.

Skills

Customer service

Communication

Multitasking

Attention to detail

Integrity

Fast-paced

Tools

CRM systems

Job description

FirstCash, Inc. is seeking a Merchant Care Specialist to deliver exceptional support to merchant partners and customers through the consumer application process. You will respond to inquiries by phone, email, and chat with clear, accurate information while maintaining compliance with company policies.

The role emphasizes a customer-first mindset, strong communication, and problem-solving in a fast-paced environment. Prior experience in customer service and familiarity with CRM tools are valued.