Customer Service Representative II
Customer Service Representative II
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Job Description
Every day Heartland a Global Payments Company makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur support and serve entrepreneurs and bring your expertise to a dynamic team then Heartland is for you. If its in your nature to work with a passion to provide tangible solutions for everyone you interact with then join us and lets see what we can do together.
Summary of This Role
Responds to customer inquiries via telephone email SMS and Chat to provide problem resolution in accordance with the organizations service standards. Receives and/or places telephone calls which are predominantly routine but may require deviation from standard screens scripts and procedures. Answer customer telephone inquiries orders service needs and complaints respond where applicable or direct to technical/service areas. Maintain detailed and current knowledge of the companys/assigned clients products and services. Analyze customer service needs for communication to service and technical departments when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.
What Part Will You Play
- Begins to work off a phone queue to resolve a variety of payment and account related requests and inquiries (card activation account balance fund availability fund transfers payments stop payment requests account closings authorizations name and address updates loyalty program and other general account maintenance/ information) for card holders (customers) of 2 or more assigned clients and are capable of working in various other call centers and clients. Provide more comprehensive responses by utilizing more complex and robust green screens of client systems and established documentation and processes. Enter required data into client provided systems and databases. Determine most reasons for customer issues using a client provided decision tree and escalate or refer unresolved customer grievances and requests to more experienced CSRs or designated departments for further investigation and resolution.
- Further develops knowledge and familiarization of products policies and procedures for a wide variety of clients and maintains an understanding of association guidelines and compliance by regularly referring to online manuals and specific client training required to resolve card holder inquiries. Is certified under Global Payments quality certification programs.
What Are We Looking For in This Role
Minimum Qualifications
- High School Diploma or Equivalent
- Typically Minimum 2 Years Relevant Exp
- Phone customer service experience
Preferred Qualifications
- Typically Minimum 2 Years Relevant Exp
- On phone customer service experience; Global Payments systems end user experience
What Are Our Desired Skills and Capabilities
- Skills / Knowledge Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
- Job Complexity Works on assignments that are routine to moderately difficult requiring some decision in resolving issues or in making recommendations.
- Supervision Normally receives little instruction on daily work general instructions on newly introduced assignments.
The US base salary for this fulltime position is approximately $17.50 to $20.00 per hour benefits. Individual pay is determined by work location and additional factors including jobrelated skills experience and relevant education or training.
Candidates and applicants are advised they may redact age information from requested items like transcripts resumes and certificates attached to their application for positions that can be performed in Colorado.
Global Payments offers a comprehensive benefits package to all of our team members including medical dental and vision care EAP programs paid time off recognition programs retirement and investment options charitable gift matching programs and worldwide days of service. To learn more review our Benefits page at: anticipate to finish receiving applications on April 7 2025.
Heartland is an equal opportunity employer. Heartland a Global Payments Company provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
