Merchant Success & Support Specialist

FirstCash; Coppell (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

FirstCash is seeking a Merchant Performance Specialist to support existing merchants through phone and email. You will handle account maintenance and resolve issues, working with sales teams, technology partners, and internal departments to ensure a positive customer experience.

Responsibilities include updating contact and banking details, processing requests in SugarCRM, and supporting incentive programs while meeting KPIs and service level goals.

Qualifications

• High School Diploma or GED required.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Customer service experience preferred.

Responsibilities

• Respond to merchant questions and requests by phone and email.
• Maintain merchant accounts, including updates to contact, banking, and account information.
• Process and document requests accurately in SugarCRM.
• Support merchant incentive programs and funding-related requests.
• Manage merchant agreements and process updates when needed.
• Prioritize tasks to ensure timely resolution of merchant needs.
• Meet established performance goals, SLAs, and KPIs.
• Provide excellent customer service and build strong merchant relationships.
• Perform other duties as assigned.

Skills

Attention to detail

Organizational skills

Verbal and written communication

Multitasking in fast-paced environment

Customer service experience

Education

High School Diploma or GED

Job description

FirstCash is seeking a Merchant Performance Specialist to support existing merchants through phone and email. You will handle account maintenance and resolve issues, working with sales teams, technology partners, and internal departments to ensure a positive customer experience.

Responsibilities include updating contact and banking details, processing requests in SugarCRM, and supporting incentive programs while meeting KPIs and service level goals.