Operations Specialist (Irving, TX)

Sphere is looking to immediately hire an Operations Specialist for full-time, in-house employment in our Dallas, Texas location.

About the Company

Sphere, powered by TrustCommerce, is a leading provider of end-to-end integrated payments, security software, payments gateway and merchant acquiring products and services. Sphere serves a variety of companies from large, complex enterprises to small local businesses across a range of end-markets, including healthcare, restaurant, retail, parking, education, transportation, and insurance. We offer a dynamic, fast-paced environment where we are dedicated to helping our employees succeed, as well as offer a generous benefits package including a no-waiting-period health insurance program.

Position Summary

The Operations Specialist is a universal/utility position and is responsible for data entry, equipment deployment, new accounts processing, account maintenance, and monthly billing input. This position will work closely with all operations teams to further success in the department and organization.

Essential Functions:

  • Primary functions include Customer Service, Installations, and Technical Support
  • Provides timely and accurate information to all internal and external customers
  • Follow through all internal and external situations to completion
  • Processes merchant escalations
  • Deploy equipment to clients
  • Assists in boarding all new accounts
  • Completes account updates for existing accounts
  • Completes data entry projects as needed

Knowledge, Skills, and Abilities:

  • Impeccable communication skills necessary, both verbal and written
  • Adhere to both written and verbal processes
  • Ability to work in an evolving environment
  • Ability to articulate technical information to non-technical clients
  • Ability to learn quickly
  • Creative problem-solving skills
  • Extremely organized
  • Ability to multi-task
  • Computer and Internet literate “Tech savvy”
  • Ability to adhere to attendance policy
  • Bilingual Spanish and/or French a plus

Working Competencies Include (but are not limited to):

  • Courteous customer focus; a consistent mentality of delivering outstanding service on every call
  • Maintains a positive attitude and focus on being diligent to produce high quality results / outcomes
  • Effective listening skills ensuring a clear understanding of the customer issue/situation through professional questions and interaction;
  • Fostering positive customer relations through win-win solutions
  • Efficient call resolution in a professional yet swift manner using utilizing good judgment
  • Willing to help for the benefit of the team and company; partners with the all teams to consistently meet and exceed expectations
  • Excellent time management; keeping after-call work to a minimum and maximizing availability to meet customer call volume demands; handling inquiries from multiple sources simultaneously
  • Provides timely feedback to the Company regarding service failures or customer concerns
  • Clear and concise communication proficiency supporting the ability to communicate at multiple levels within the company
  • Technical capacity – desire and ability to learn and leverage knowledge

Supervisory Responsibility:

This position has no supervisory responsibilities

Required Education and Experience:

  • At least 3 years of Customer service and/or Technical Support experience
  • Proficient in MS Office and data entry
  • Call center and phone system experience
  • High School graduate with some college is preferred
  • 1-3 years of electronic payment industry experience is preferred, but not required

Note: Successful applicants must submit to a pre-employment background check and drug screen