Gift Card Support Specialist I

2 weeks ago

Allentown, United States Shift 4 Full time
Job DescriptionResponsibilities:

Gift Card Support Specialist Tier 1 - is expected to work with our merchants and dealers by promoting the highest level of service and professionalism. We work with a wide array of clients who rely on the highest quality of service and dedication. This role is expected to project a positive company image and experience through phone interaction along with e-mail correspondence. They should support interactions with customers and internal personnel through multi messaging campaigns such as email, mail, phone, task systems, and chat systems. Tier 1 agents are also expected to acquire an in depth understanding of the entire merchant processing industry as well as the entire gift card process.
  • Work closely with management to assist with gift card specific projects (IN OFFICE POSITION NOT REMOTE).
  • Communicate with merchants and dealers via phone, email, chat, and tickets.
  • Assist merchants with placing gift card orders via our online wizard.
  • Provide reports upon request to merchants.
  • Work with merchants and/or dealers to schedule and perform gift card conversions from previous providers.
  • Resolve merchant issues related to the activation and redemption of gift cards.
  • Process gift card orders for printing.
  • Assist with gift card fulfillment and other legacy TCC duties.
  • Handle fulfillment inventory and work with suppliers to obtain inventory.
  • Utilize strong problem-solving and people skills to ensure first call resolution.
  • Work closely with additional internal departments and teams to understand and ensure the proper course of action is taken.
  • Actively participate in team/ departmental meetings to provide feedback and improve the overall work environment.
  • This position requires employees to maintain cooperative, diplomatic working relationships with co-workers, supervisors, customers, and the public; work as part of a team and collaborate with colleagues; and complete projects under tight deadlines even when there are competing requirements and changes in assignments.
  • Must be available to work overtime when needed.
  • Demonstrate exemplary performance & attendance.

Qualifications:
  • Bachelor's Degree or equivalent work experience is preferred.
  • Experience at Shift4 Payments or Payments Industry/Project Management Knowledge.
  • Familiarity with the Microsoft Office Suite & Google Sheets.
  • 2+ years of computer technology experience preferred, but not required.

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