Customer Service Specialist

Vantiv is making payments smarter, faster, and easier for all our partners, as well as the consumers they serve. From the largest retailers in the U.S., to the coffee shop down the street, we are leading the transformation in payments through chip-enabled cards, mobile wallets, eCommerce, and technology solutions to businesses of all sizes.

Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Takes initial customer calls and answers general questions regarding company products and services.

* Refers callers to appropriate resources including inbound sales, billing, technical support, etc. * Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc. * May determine caller eligibility for technical support and transfers calls to technical support queues. * Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation. * Documents customer concerns and forwards complaint trends to appropriate departments. * Applies acquired job skills and company policies and procedures to complete assigned tasks. * Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice. * Normally follows established procedures on routine work, requires instructions only on new assignments.

* Typically requires a minimum of 1 - 2 years of related experience. * English/Spanish Bi-Lingual skills are highly preferred