Merchant Care Expert: Fast-Paced Customer Support

American First Finance; Coppell (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

FirstCash is seeking a Merchant Care Specialist to deliver exceptional support to merchant partners and customers through the consumer application process. You will handle inquiries by phone, email, and chat, provide accurate information, and help resolve issues in a fast-paced environment.

The ideal candidate has at least 1 year in customer service, strong communication, problem-solving skills, and a high level of integrity. Bilingual English/Spanish is a plus.

Qualifications

• Minimum of 1 year of customer service, call center, or related experience.
• Strong commitment to providing outstanding customer service.
• Excellent verbal and written communication skills.
• Strong organizational, multitasking, and problem-solving abilities.
• High level of integrity, professionalism, and attention to detail.
• Ability to work effectively in a fast-paced, metrics-driven environment.

Responsibilities

• Respond to merchant and customer inquiries via phone, email, and chat in a professional, courteous, and efficient manner.
• Develop expertise in the consumer application process and Merchant Care procedures.
• Provide clear, accurate, and consistent information while identifying appropriate resolutions to customer concerns.
• Maintain departmental service levels and performance metrics.
• Document all customer interactions, including inquiries, concerns, resolutions, and feedback.
• Escalate complex or unresolved issues to management or appropriate support teams as needed.
• Collaborate with team members and cross-functional departments to ensure a seamless customer experience.
• Stay informed of operational updates and process changes, and implement them effectively.
• Build and maintain positive relationships with merchants by addressing needs promptly and proactively.
• Perform additional operational and customer support duties as assigned.

Skills

Customer service

Communication

Multitasking

Detail oriented

Professionalism

Fast-paced environment

Job description

FirstCash is seeking a Merchant Care Specialist to deliver exceptional support to merchant partners and customers through the consumer application process. You will handle inquiries by phone, email, and chat, provide accurate information, and help resolve issues in a fast-paced environment.

The ideal candidate has at least 1 year in customer service, strong communication, problem-solving skills, and a high level of integrity. Bilingual English/Spanish is a plus.