Merchant Care Pro: Fast-Paced Support & Insights

firstcash-holdings-inc; Coppell (TX); On-site; USD 38,000 - 54,000; Full time

Job summary

FirstCash Holdings, Inc. is seeking a Merchant Care Specialist to deliver outstanding support to merchant partners and customers throughout the consumer application process.

You will respond to inquiries via phone, email, and chat, provide clear information, document interactions, and collaborate with cross-functional teams to ensure a seamless experience. The role emphasizes compliance with company policies and regulations, attention to detail, and a commitment to world-class customer service

Qualifications

• Minimum 1 year in customer service, call center, or related experience.
• Strong commitment to providing outstanding customer service.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced, metrics-driven environment.
• Bilingual in English and Spanish is preferred.

Responsibilities

• Respond to merchant and customer inquiries via phone, email, and chat in a professional, courteous, and efficient manner.
• 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

Verbal communication

Written communication

Organizational skills

Multitasking

Problem solving

Integrity

Professionalism

Attention to detail

Fast-paced environment

Tools

CRM systems

Customer support tools

Job description

FirstCash Holdings, Inc. is seeking a Merchant Care Specialist to deliver outstanding support to merchant partners and customers throughout the consumer application process.

You will respond to inquiries via phone, email, and chat, provide clear information, document interactions, and collaborate with cross-functional teams to ensure a seamless experience. The role emphasizes compliance with company policies and regulations, attention to detail, and a commitment to world-class customer service