Merchant Success & Support Specialist

firstcash-holdings-inc; Coppell (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

FirstCashHoldings, Inc. is seeking a Merchant Performance Specialist to support existing merchants through phone and email, handling account maintenance and inquiries to ensure a positive customer experience.

The role works with sales, technology partners, and internal teams to resolve issues and drive efficiency, with emphasis on accurate documentation in SugarCRM and timely response to requests.

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

Customer service

Communication

Multitasking

Bilingual English/Spanish

CRM experience

Education

High School Diploma or GED

Tools

SugarCRM

Microsoft Office

Job description

FirstCashHoldings, Inc. is seeking a Merchant Performance Specialist to support existing merchants through phone and email, handling account maintenance and inquiries to ensure a positive customer experience.

The role works with sales, technology partners, and internal teams to resolve issues and drive efficiency, with emphasis on accurate documentation in SugarCRM and timely response to requests.