This is a Hybrid opportunity located at 100 Throckmorton Street, Fort Worth, TX 76102

WHO YOU ARE:

Are you a proactive, dependable, problem-solver with a passion for delivering top-tier customer service? Do you thrive in a fast-paced environment, taking full ownership of issues and seeing them through to resolution? Are you comfortable working independently but also value collaboration and teamwork?

ABOUT US:

Deluxe Merchant Services+ is a complete payment processing solution that accepts a wide range of payment methods, simplifies PCI compliance and deposits money in your bank account while delivering smooth checkout experience. We are an industry-leading payment processing company that provides our partners and merchants with powerful in-store, online, and mobile payment solutions. Our technology is paired with the latest in payment security and backed by superior customer service. We help business pay, get paid, optimize, and grow.

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RESPONSIBILITIES:

Are your communication skills sharp, your organizational habits solid, and you are confident working with cross-functional teams to get the job done right? If you’ve got a knack for tech troubleshooting, experience with government payment gateways, and pride yourself on being calm under pressure—this role was made for you!

A successful candidate is highly productive with minimal guidance or supervision, dependable, self-motivated, with the ability to work independently in a multi-task environment as well as part of a team. You have professional oral and written communication, pay attention to detail, and approach work in a meticulous and thorough manner. Whether it’s resolving a technical issue, answering an account inquiry, or addressing an escalated concern, you bring professionalism, patience, and a solutions-oriented mindset to every conversation.

• Responsible merchants utilizing our government payment gateways

• Answer inbound calls from high impact merchants and sales associates and resolve issues at an advanced level

• Take a full ownership of issues with a strong emphasis on customer satisfaction.

• Resolve escalations by Level I/Level II reps

• Point of contact for a select group of high volume, high visibility customers

• Process inbound calls to the point of resolution, effectively handle customer inquiries, complaints, technical troubleshooting, and requests for account information

• Collaborate with cross functional departments to research and fully resolve customer issues

BASIC QUALIFICATIONS: (Required)

• HS/GED AND 1 year of customer service or related experience; OR Associate's Degree and 0 years of experience

• Intermediate knowledge of Microsoft Office, Word and Excel

• Must be 18 years of age or older

PREFERRED QUALIFICATIONS: (Desired but not required)

• Associates Degree

• Prior Deluxe Merchant Services Operations experience

• Customer service and/or technical troubleshooting experience

• Experience producing professional client-facing documentation

• Ability to competently analyze and prioritize information to make appropriate recommendations, solving problems by gathering information and evaluating options

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 f