InComm Merchant Services Team Lead I- Bilingual Spanish/French in Norcross, Georgia
Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in 30 countries. Learn more ator connect with us on,,or.
The schedule will be10am-7pm
must allow for flexibility based on the needs of the team
About This Opportunity
Merchant Services assists Terminal Base Merchants with troubleshooting the terminal (Point of sale Activation) .We provide services in the following languages: English, Spanish and French. Our team handles a wide array of tasks ranging fromtechnical assistanceon terminals totransaction verification.
Merchant Services is a fast-paced, quickly evolving environment focused on providing world-class service on every call. This Department prides itself in its commitment to assisting around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. For those who are flexible and motivated, there are opportunities for growth and advancement within the Department.
Supervises and coordinates activities of workers providing support to merchants via telephone.
Monitors productivity of merchant service representatives and generates reports.
Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
Answers questions and recommends corrective services to address merchant complaints.
Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, merchant needs and company related issues, changes or actions.
Determines work procedures, prepares work schedules and expedites workflow.
Prepares weekly performance reports for frontline employees
Circulates the room periodically every day to listen to conversations and provide instructions.
Remains available at all times for agents’ questions and concerns.
Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
Maintains call agent attendance records.
Provides helpful feedback and positive communication to motivate call agents.
Communicates any company policy and procedure changes to call agents.
Fluently in French or Spanish is required.
InComm is an equal employment opportunity employer.Â We adhere to a policy of making employment decisions without regard to race; color; religion; national origin; sex; sexual orientation; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law.
*This position is eligible for the Employee Referral Bonus Program