Customer Advocate

Heartland Payment Systems Jeffersonville, IN
Summary:

Customer Advocates will provide accurate, high-quality and dependable service in relation to both internal and external customer inquiries related to service and technical support for point of sale devices involving card processing. Customer Advocates will provide technical/ customer support for customers experiencing batch closure problems, trouble-shoot terminals, research of complaints, complete data entry and conduct basic fraud investigation. General communication with customers, both internal and external, via telephone, e-mail, fax or TBD is commonplace.

Job Details:

Major Job Responsibilities/Duties:

* Have a basic knowledge of all HPS supported products including proprietary software products and provide one call resolution to merchant and RM inquiries.

* Understand merchant pricing and possess the ability to adequately explain HPS statements questions.

* Maintain merchant's account according to HPS procedures.

* Utilizing all resources provided by HPS to resolve inquiries in a timely and accurate manner while portraying professional, courteous and respectful demeanor.

* Adhere to all HPS handbook policies, including attendance punctuality, PTO management, & time management.

* Assisting other departments as assigned by management.

* Complete special projects as assigned by management.

* Accountable for developing a basic knowledge of products, procedures and technologies.

* Other job-related duties as assigned by direct supervisor.

Qualifications/ Education Requirements:

* Education – High School Diploma required, Associate's Degree preferred.

* Successful completion of new hire training class.

* Must be Microsoft literate.

* Must be able to assimilate new technology

* The ability to articulate directions to various audiences, especially in emergency situations.

* Must have the ability to understand and support multiple products and processes associated with those products.

Additional Success Factors

* Meticulously detail oriented and organized

* Motivated self-starter

* Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Customer Support image of HPS.

* Meet or exceed quality, productivity, attendance, educational and punctuality standards as set forth by the Heartland Payment Systems leadership team.

* Must handle constructive feedback well

About Heartland:

Heartland, a Global Payments company, offers a fast paced environment with a casual flair - we have the option of wearing jeans, sneakers and t-shirts to work!

Our Indiana Service Center, located just 15 minutes from Downtown Louisville, has been named an Indiana's Best Employer and one of Computer World's 100 Best Places to Work in IT.

Our Jeffersonville, IN site boasts a 275,000 square foot campus that includes an on-site day care, cafeteria serving breakfast and lunch, full-size outdoor basketball court, a 24 hour full service gym with indoor track, locker rooms with showers, personal trainers (that are FREE), fitness classes (that are FREE), and more! What more you might ask How about options for FREE EDUCATION! Yup, we offer a path for qualified employees to receive an Associates and/or Bachelor's degree in Business Administration. 100% company paid for (including books)! And there's even more that makes Heartland a great place to work. But you'll have to join our team to find out other reasons why nearly 90% of our employees rank us as a great place to work!

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.

We are an EOE F/M/D/V.

Global Payments, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color creed, religion, sex, national origin, age, citizenship, disability, veteran status or any other protected status. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.

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