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Customer Service Representative
2 months ago
About Repay REPAY (“Realtime Electronic Payments” / NASDAQ TICKER: RPAY) is an established and fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities. The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments. About The Role REPAY is looking for an experienced Customer Service Representative to provide an excellent customer support experience to our clients, agents, and partners. Each interaction is an opportunity to educate our clients on our industry leading products, as well as showcase how you and REPAY are best in class with exceptional talent and service. We offer a full benefits package, a competitive compensation package, and a stellar work environment where we empower each employee to make contributions that have impact on our company’s continued growth and success. This position investigates and resolves software and hardware problems of existing clients and applicants. Responsibilities Complete training courses and attain the knowledge required to assist our Customer Database. Effectively manage client technical, billing, and product inquiries via phone, chat, email, or CRM case. Consult with EPP vendors, programmers, IT staff, and Business Development staff to explain software errors and/or recommend changes to programs. Contact software and hardware vendors to request service regarding defective products. Assist with writing or revising user training manuals and procedures for both internal and external processes. Be responsible for the initial touchpoint when addressing issues and escalating to product or development teams as necessary. Ability to efficiently handle queues and move on to the next task in a timely manner. Meet and exceed service level goals set for the Customer Service Team. Follow communication procedures, guidelines, and policies. Provide appropriate solutions and alternatives to issues and follow up to ensure resolution and client satisfaction. Keep records of all client interactions. Proactively communicate with our clients to help them understand the products and services REPAY offers. Skills & Experience Needed Proven technical customer support experience. 2+ years of merchant services / payments industry experience preferred. Ability to manage difficult or emotional customer situations. Demonstrates a positive attitude with a willingness to continually develop skills and knowledge base. Ability to communicate effectively, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity. Attention to detail in composing, typing, and proofing materials, establishing priorities and meeting deadlines. Ability to work in a ticket and metrics driven environment. Familiarity with CRM systems and practices (e.g. Salesforce). Must be able to communicate in a clear and logical fashion verbally and in writing. Must take pride and satisfaction in helping people. Must prioritize identifying and solving problems above merely answering questions. #J-18808-Ljbffr
