Customer Service Agent I

Location: Allen, TX

Department: Customer Service

Type: Full Time

Min. Experience: Entry Level

Forte Payment Systems is a professional high-tech company that provides merchant accounts and payment processing solutions.  Our work environment is not like most.  Don’t mistake our casual easy-going attitude for laziness.  We work hard, but we also know that people are more productive when they are happy.  Hard work is rewarded with competitive salaries, an extensive benefits package and fun activities such as office game tournaments, family picnics, monthly lunches and more.

We are looking for a Customer Service Agent I who will be responsible for providing superior customer service to our external customers such as Merchants, Resellers and ISO’s as well as our internal customers such as co-workers and managers. 

Essential duties and responsibilities include the following. 

  • Attend customer service trainings on the products and services Forte Payment Systems provides.
  • Study and understand the products and services Forte Payment Systems provides.
  • Assist customer service agents with incoming phone calls, emails and faxes from external customers (such as Merchants, Resellers and ISO’s) dealing with questions and/or issues on:
    • Funding
    • Processing questions
    • Trouble-shooting software
    • Resetting passwords
    • Billing inquiries
  • Research assigned customer issues in a timely manner.
  • Follow-up with external customers regarding successful resolution of their issue.
  • Monitor training with other agents on incoming calls from customers inquiring about ACH charges on their bank statements, directing them to the appropriate individual for successful resolution.
  • Create trouble tickets and follow-up as required.
  • Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must have 1-2 years Customer Service experience in a software support environment.
  • Associates degree in business is preferred.
  • Must have working knowledge of Microsoft Office Outlook, Word and Excel. 
  • Must attend internal trainings on customer service issues as scheduled.
  • Must continually review updates on company products, both on-line and via manuals.
  • Must have commitment to quality and customer service.
  • Must have ability to work effectively under stressful working conditions.
  • Must be able to work well independently or in a team environment.
  • Must have ability to thrive in a fast paced, high energy work environment.
  • Must be able to communicate with internal and external customers in a clear, concise and understandable manner both verbally and in writing.
  • Must be able to communicate effectively under extreme pressure.
  • Must possess excellent analytical and problem solving skills.
  • Must possess the ability to research issues and resolve customers’ issues in a timely and appropriate manner.

 

 

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