Customer Service Representative

1 week ago

Atlanta, Georgia, United States REPAY Full time
About REPAY

We are a leading financial technology and payment processing company headquartered in the United States. Our mission is to provide innovative payment solutions that enable our clients to accept payments anytime, anywhere, and through any channel, providing a secure, seamless, and enjoyable payment experience for end consumers.

About the Role

We are seeking an experienced Customer Service Representative to provide exceptional customer support to our clients, agents, and partners. As a key member of our team, you will be responsible for educating our clients on our industry-leading payment solutions and showcasing how we are best in class with exceptional talent and service.

Key Responsibilities
  • Complete training courses and attain the knowledge required to assist our clients with their payment-related inquiries.
  • Effectively manage client technical, billing, and product inquiries via phone, chat, email, or CRM case.
  • 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 we offer.
  • Contact software and hardware vendors to request service regarding defective products.
  • Troubleshoot batch upload issues; work with ERP vendors as necessary to resolve issues.
Requirements
  • Proven technical customer support experience.
  • 2+ years of merchant service/payments industry experience highly preferred.
  • Ability to work in a ticket and metrics-driven environment.
  • Ability to work in a ticketing system (e.g., Salesforce) and metrics-driven environment.
  • Must be able to communicate in a clear and logical fashion verbally and in writing.
  • Must take pride and satisfaction in helping people.
  • Must possess patience and thoroughness.
  • Must prioritize identifying and solving problems above merely answering questions.
  • Experience with major payment networks and processors such as TSYS, Elavon, NMI, MasterCard, and VISA highly preferred.
  • Proficiency with ERP systems including Acumatica, Sage 100, Sage Intacct, and MS Dynamics is beneficial.
  • Ability to manage difficult or emotional customer situations.
  • Responds promptly to customer requirements and solicits customer feedback to improve service satisfaction.
  • Demonstrates a positive attitude with a willingness to continually develop skills and knowledge base.
  • Able 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.
Why Join REPAY?

We believe our people are the best, and we care immensely about their success. We offer a comprehensive 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.

  • We are a Great Place to Work company, certified for 2017, 2018, 2019, 2020, 2021, and 2022.
  • We offer a fun work environment, great snacks and beverages, and open-air collaborative team settings.
  • We are self-driven, motivated professionals who do not require micro-management to ensure we produce high-quality and timely work.
Our Core Values
  • Excellence: We strive for excellence in everything we do.
  • Passion: We are passionate about our work and our customers.
  • Innovation: We are constantly innovating and pushing the boundaries of what is possible.
  • Respect: We respect our customers, our employees, and our partners.
  • Integrity: We operate with integrity and transparency in all our interactions.
Equal Opportunity Employer

We are committed to building our teams and growing a company in which employees can succeed, regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, pregnancy, religion, age (40 and over), disability, service in the uniformed services, protected veteran status, genetic information, or any other classification protected by federal, state, or local law.

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