Customer Care Specialist I

Customer Care Specialist

Be part of an organization that's driving change and consistently recognized as a top employer. At Deluxe, we know that great people build great companiesand we invest in you accordingly.

We're proud to be recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, and Veterans.

We offer competitive benefits starting on day one, designed to support your life both in and out of work.

42% of our employees have stayed for 10+ years, citing our people, benefits, work-life balance, inclusive culture, and team support as key reasons why.

As a Customer Care Specialist, you will work closely with a team of your peers to ensure we are providing the highest levels of customer service that we have become known for. This role is an essential part of the Operations Team, as they provide front-line support to our clients answering inbound calls and customer support emails to resolve issues at an advanced level.

Process inbound calls and email support items to the point of resolution, effectively handling customer inquiries, complaints, technical troubleshooting and requests for account information with a high-level of patience and professionalism

Take ownership of assigned work items with a focus on timely resolution, providing regular and meaningful updates to invested parties, and overall client and partner satisfaction

Work closely with, and in collaboration with, other departments and merchant acquirers to research and fully resolve customer issues and/or recommendations for product enhancements

Adapt and effectively utilize various internal computer applications and acquirer tools to thoroughly research account inquiries, identify and prioritize relevant information, and make appropriate recommendations

Diagnose and resolve technical issues which may include internet connectivity, clearing internet cache history, website functionality, password reset issues, and remotely guiding clients through the iATS portal and associated reporting

Basic Qualifications:

• HS/GED and 4 years of related experience or Associates and 2 years
• Experience developing communication processes and procedures to facilitate the exchange of information among internal and external groups

Preferred Qualifications:

• Associates and 2 years
• Salesforce experience preferred, but not required
• Excellent ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical
• Conscientiously and methodically approaches work. Sees tasks through to completion
• Ability to develop rapport and maintain strong working relationships with clients, partners, and internal departments
• Exercises exceptional listening skills to gather information and research and resolve reported issues
• Competently analyzes and prioritizes information to make appropriate recommendations
• Possesses proven leadership skills, excellent organizational skills, and is comfortable communicating with all levels of management and internal/external customers
• Ability to work independently in a multi-task environment, as well as a part of a team.
• Must be dependable and a self-motivated individual. Highly productive with minimal guidance or supervision
• Internal candidates must be meeting or exceeding all KPI's and have excellent attendance record
• Presents a professional, positive image that reflects well on the organization
• Committed to meeting quality standards

Additional Basic Qualifications:

Must be 18 years of age or older

Benefits

In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees' whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

• Healthcare (Medical, Dental, Vision)
• Paid Time Off, Volunteer Time Off, and Holidays
• Employer-Matched Retirement Plan
• Employee Stock Purchase Plan
• Short-Term and Long-Term Disability
• Infertility Treatment, Adoption and Surrogacy Assistance
• Tuition Reimbursement

These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.

Deluxe Corporation is an Equal Employment Opportunity employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.