Every business has many, many important behind-the-scenes players, and Rewards Network is no exception! This month, we talk with Felicia Jackson, one of many Retention Specialists responsible for making sure everything runs smoothly for our restaurant merchants, and ultimately, for our members who dine with them!
Felicia sat down with us to chat about her experience joining Rewards Network, what her daily job is like, and how she balances work and home!
What do you do at Rewards Network?
Well, I first started off in Processing as a temp. I did all of the research on missing tickets, contacting the processors to see if they had current batch activity to put on our spreadsheet. It would alleviate some of what Retention does. When we can’t read the data, I would follow up to see what was going on. Was it a true missing ticket, or did we just not get the data? Then, a position became available in Retention just as the position in Processing was ending.
Now I’m a Retention Specialist, dealing with the merchant, as opposed to the processor. I go through a list of missing tickets where we’re not receiving a restaurant’s data. I contact them to see if they’ve just switched processors (because nine times out of 10, that’s it.). I get their new processor information, get them updated, and get them off the missing tickets list so our members can continue to receive their rewards.
Also in Retention, we email a lot with the Account Executives and Account Managers, updating everything for our restaurants and supporting our sales team.
You sound like a key contact for a whole lot of people!
Yes! I also work with Client Services because we have to be sure we’re getting them accurate processing information. And when a merchant wants to leave our program, we need to make sure that all the written information is sent over to Client Services and the steps are followed to make sure they honor their contract.
I changed over February of this year. I love it. It’s really cool and fast-paced. And I like that! I’m learning a lot.
And now I know a little more of what Client Services does, and what Contract Operations does. Because you hear about all of these departments, but you don’t really know how they all bind and fits together. Working in Retention, you learn how everything fits together.
What motivated you to come to Rewards Network?
Over twenty years, I’ve done customer service. I saw the position come up and thought, “Hmm. That seems interesting.” It involved the credit card processors, and since I used to work for ABN Amro Mortgage Group, I was used to that field.
And it seemed like a place I could grow. And you know, I took on the position and it did grow! It’s a challenge, but the fast pace is great. I don’t like to be bored. Every day I am learning something new because a different situation arises every single day. I’m learning so much more about how the business really works.
Yeah, there’s not much opportunity to be bored around here!
Right! It keeps you on your toes and you’re learning at the same time, so I really like that.
And being in customer service, I need to get people to do what I need them to do. I need to be able to get information from people that others can’t obtain.
When you have great customer service, people flock to you and will give you the information you need. But if you don’t have a background in customer service, you may not rub people the right way. You have to know how to talk to people.
And that’s true for restaurant staff too.
Oh yeah!! Most definitely. Your attitude and the way you carry yourself and how you treat people — that’s important. Because we all want to be respected. We all want to feel welcomed. When you have good customer service and you know how to do that, you can be so successful.
You just have to know how to treat people. You have to treat people the way you want to be treated.
What’s your favorite part of working here?
The challenge of getting the processing information, because it pushes me to get my speed up and be more accurate. Making sure I’m getting real information and in a timely manner. It challenged me to do better, be focused, and stay organized.
We work with so many restaurants, so I have to ask, what do you like to eat?
You know what? I’ve been trying to be good. [laughs] I’ve been trying to be more healthy and find more vegan and raw restaurants. I researched and found some really good restaurants in our program. I’m trying to find more places.
If I had to treat myself, though: steak. A nice steak and some potatoes.
So what do you do for fun when you’re not working?
I’m hanging out with my children and my husband. We bowl and have such a great time talking smack. [laughs] We have plenty in Chicago to do. There’s whirly-ball and just so much stuff.
Now, if I could do any job in the world, I would be an herbalist, because I’m into herbs. I love the biology behind it, just watching the plants and life grow within a certain amount of time. It’s not a rush. It’s just really relaxing and calming the way a plant grows and how you nurture it.
I do like the intense business of working at Rewards Network, but then I like my calm. I need both. When I need to relax, I can just garden and it’s OK.
Want to get to know more of the Rewards Network team? Check here for more interviews with our staff: