Customer Experience Specialist

2 weeks ago

Miami, Florida, United States PayCargo, LLC Full time
Job Title: Customer Experience Representative

About PayCargo

PayCargo is a leading digital platform for air and cargo payments in North America. With a strong presence in Miami, the company is experiencing rapid growth and expansion internationally. Recently, PayCargo secured $125 million in its Series B funding round to fuel this growth. The company's vision is to become the leading global platform for all B2B freight payments, a multi-billion-dollar opportunity.

PayCargo has developed patented technology that enables shippers and freight-forwarders to move cargo more efficiently and reduce overall shipment costs. The company provides mission-critical cargo payment services for major ocean carriers, air cargo providers, and thousands of terminals and CFS stations.

About the Role:

The Customer Experience Representative will provide exceptional customer service through email, CRM, or phone interactions. The ideal candidate will strive to retain existing customers and develop new business by extending professional and efficient service, suggesting additional services and products to meet customers' needs.

Key Responsibilities:

  • Provide account information to customers, including email addresses, login IDs, and other confidential or privileged information.
  • Assist customers in reconciling their accounts and ensuring payments are made to vendors as needed.
  • Follow up on process cases, such as refunds.
  • Provide timely resolution of customer complaints, concerns, and inquiries.
  • Build effective relationships and trust with customers and potential customers by listening to their needs and educating them about how to use and take advantage of the PayCargo system, products, and services.
  • Respond effectively to customers requesting to close their accounts, determining the reason and offering possible alternatives.
  • Maintain knowledge of changes to the PayCargo system, customer customizations, initiatives, or campaigns related to annual fees and customer business environments.
  • Support marketing campaigns and product launches.
  • Accurately respond to tickets on a daily basis, clock in and out on ADP, Salesforce, and RingCentral.
  • Recognize new business opportunities to refer customers to other teams within the organization, such as Sales and PayCargo Finance.
  • Prepare reports as needed.
  • Perform other related duties as assigned by Operations and Customer Experience management.

Requirements:

  • One to two years of related experience or equivalent combination of education and experience.
  • Excellent customer experience/service skills.
  • Excellent verbal and written communication skills.
  • Proficiency in Salesforce, RingCentral, PayCargo system, Bluesnap, Slack, Mandrill, Microsoft Office, Office365, and State business entities search engines.
  • Commitment to excellence and high standards.
  • Strong organizational skills; able to manage priorities and workflow.
  • Ability to work independently and as a member of various teams and committees.
  • Ability to understand and follow written and verbal instructions.
  • Professional appearance and demeanor.
  • Ability to perform diversified clerical functions and basic accounting procedures.
  • Ability to effectively communicate with people at all levels and from various backgrounds.
  • Multilingual skills in Spanish, French, Arabic, German, a plus.
  • Acute attention to detail.
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Competencies:

Commitment to Excel - Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Customer Orientation - Is focused on identifying and meeting customer needs. Acts to establish a successful long-term business partnership with internal and external customers.

Planning & Organizing - Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Communication - Provides both verbal and written information in a timely, clear, and concise manner. Expresses ideas effectively, adjusting style, tools, and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Decision Making - Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Teamwork - Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Accountability - Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures, and agreements. Builds others' trust in own professionalism, integrity, expertise, and ability to get results.

Analysis - Breaks down a problem, situation, or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

What We Offer:

Our compensation package includes a highly competitive salary and bonus plan.

We care about your well-being and personal life. We offer a vacation policy, sick policy, personal time off policy, a generous 401K match, and more.

At PayCargo, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status.

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