Customer Service Representative

Job description

PayBright is a leading provider of end-to-end payment solutions. The company’s mission is to enable businesses and consumers to connect and transact seamlessly through best of breed solutions in payment processing, digital wallet, card issuing and online cash applications. PayBright was founded by a college student who identified the struggles that most businesses face when it comes to accepting credit cards. After a few short years, PayBright has been become the chosen processor of thousands of businesses spanning the entire country. The company’s expansion has been “amazing”and we are looking for exceptional people to join the PayBright Team.

We are looking for a Customer Support Representative to be a strategic partner, trusted confidant & professional problem solver who can work and thrive in a fast-changing environment and overcome obstacles.

Provide extraordinary service and sales support to agents and partners. Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations. Answer merchant questions and resolves customer support problems related to billing, account management and troubleshooting.

The Customer Support Representative will work directly with agents, merchants, operational departments, and partners to handle challenging or complex merchant and card security questions and concerns. This position provides support in a one-on-one working relationship with our merchants. This candidate serves as the primary point of contact for internal and external communication on all matters pertaining to our Partner Sales Channels. Must have excellent phone etiquette, excellent verbal/written technical skills and interpersonal skills.

Responsibilities and Duties

• Provide extraordinary client service to merchants via inbound phone calls, email or chat.

• Handle incoming customer inquiries with professionalism and efficiency, providing accurate information and solutions. 

• Conduct follow-up calls to clients, addressing their needs and ensuring satisfaction. Monitor and manage a ticket queue, ensuring all requests are logged, prioritized, and resolved in a timely manner.

• Thoroughly describe and document work using call ticketing systems.

• Answer merchant questions and resolves customer support problems related to billing, account management.

• Troubleshoot customer tech issues.

• Help to ensure incoming requests are handled in a timely manner and communicating with other departments, managers, and Business Consultants.

• Maintain a business and personal task list that ruthlessly prioritizes the most important and time sensitive items including calendaring time to work on these tasks.

• Maintain an organized filing system of paper and electronic documents.

• Prioritize conflicting needs; handles matter’s expeditiously, proactively, and follows-through on projects to successful completion, often with deadline pressures.

Competencies

• Being able to work in a collaborative and highly motivated environment is critical

• Confirmed commitment to quality and customer service.

• Strong customer service skills and follow-thru skills.

• Excellent verbal and written communications, interpersonal skills, customer orientation, team

• A self-starter who sees the big picture - good business sense to understand overall strategy and direction.

• Impeccable organization - scrupulous about details.

• Expert level communication ability - both verbal and written

• Speed - a sense of urgency and bias to action.

• Decisiveness born out of insight, judgment and decision-making skills.

• Technical prowess with mobile apps, Microsoft Office, PowerPoint, OneNote, Power BI.

• Organizational expertise.

• Resourcefulness & persistence to accomplish seemingly impossible missions.

• Diplomacy and confidentiality born out of emotional intelligence & integrity.

• Reflects the CEO’s priorities, values, and goals.

• Punctual, regular and consistent attendance.

• Has a servant's heart, a sense of humor and is a pleasure to work with.

Qualifications

• Education: Bachelor’s Degree

• Experience: Minimum 2 years of general administration or admin support and customer service

• Experience in the banking or credit card processing industry preferred but not required.

• Demonstrated experience in the following areas is required;

• Strong written and verbal communication skills with various audiences

• Excellent time management skills

• Attention to detail

• Strong teamwork, initiative and leadership skills

• Excellent analytical and decision-making skills

• Data entry

• Typing Skills WPM 45 (minimum)

• Computer Skills, including Microsoft Office and Outlook and Mac OS

• Proficiency in MS Word, Excel, PowerPoint and Outlook programs.

• Multi-tasking

• Strong technology skills

• Receive direction and feedback effectively from various sources with different communication styles. Prioritizes work and proactively communicates status.

• Able to work with minimal supervision to complete assigned tasks within the workday.

• Ability to stay positive, approachable and always focused on customer service.

• Ability to receive instruction

• Ability to maintain confidentiality in all aspects

• Requires the knowledge of arithmetic, algebra and mathematic applications

• Knowledge of administrative and clerical procedures and systems such as word processing, calendar management software (i.e. Outlook) and ability to learn new software systems that organize information.

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance, dental, vision

• Paid time off

Education:

• Bachelor's Degree (Required)

Experience:

• Customer Service: 3 years (Required)

• Problem management: 2 years (Required)

• Merchant services: 1 year (Preferred)

• Communication skills: 2 years (Required)

• Organizational skills: 2 years (Required)

• Technical support: 2 years (Required)

• Mac OS: 2 years (Required)

Ability to Commute:

• Raleigh, NC 27608 (Required)

Ability to Relocate:

• Raleigh, NC 27608: Relocate before starting work (Required)