Responsibilities

📍A Current Merchant Maintenance Team (CMMT) Representative is expected to work with our clients by promoting the highest level of service and professionalism. They help existing merchants navigate the available services by providing guidance through chats, phone calls, and order tasking systems. They administer the order as it moves through the POS onboarding process, collecting information from the merchant and the sales team and passing it to other operations team members. They help by scheduling appointments and setting expectations to ensure a successful install and smooth go-live. They learn many Shift4 internal workflows and often interface with other teams on behalf of the merchant to ensure the order can be processed quickly and effectively. They have a basic operating knowledge of Shift4 POS products, with a focus on maintaining legacy POS systems and facilitating upgrades to SkyTab POS. They support customers through multiple channels such as email, phone calls, ticket systems, and chat systems. Our team members are expected to acquire an in-depth understanding of the entire merchant processing industry as well as their role within the organization. 📍Implementing modifications to POS systems for the seamless deployment of the Cash Advantage program. 📍Executing specialized tasks to support legacy POS customers. 📍Assisting with upgrades from legacy POS hardware and software. 📍Managing the addition of new POS systems or associated accessories. 📍Coordinating the implementation of new software features. 📍Conducting POS Order Review sessions with merchants. 📍Monitoring chat system to assist merchants with queries during onboarding and go-live stages. 📍Completing tickets and tasks associated with POS onboarding activities. 📍Ensuring quality and accuracy in POS order submission reviews. 📍Performing basic menu programming and POS system configuration tasks. 📍Handling inbound calls from merchants seeking help with pending POS orders. 📍Providing emergency support to other teams with relevant skill sets as required.

Qualifications:

📍Excellent listening, oral, and written communication skills. 📍Personable and enthusiastic demeanor to foster a positive customer experience. 📍Strong attention to detail. 📍Exceptional time management and organizational skills for efficient task completion. 📍Resourceful and motivated to learn. 📍Reasoning and problem solving skills. 📍Bilingual abilities in English and Spanish are beneficial, but not a prerequisite for the role. 📍High school diploma or equivalent is required. 📍Proficiency with Microsoft and Google office applications. 📍Experience working with hospitality POS devices is beneficial, but not required.