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REPAY - Realtime Electronic Payments · 3 weeks ago

Associate Customer Service Representative

Bettendorf, IA

Full-time

Onsite

Entry Level

2+ years exp

REPAY is a fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia. The Associate Customer Service Representative will provide excellent customer support, manage client inquiries, and assist in troubleshooting software and hardware issues.

Consumer ElectronicsFinancial ServicesPayments

Growth Opportunities

No H1B

Responsibilities

Completed 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

Consults with EPP vendors, programmers, IT staff, Business Development staff, to explain software errors and/or recommend changes to programs

Contacts software and hardware vendors to request service regarding defective products

Assists with writing or revising user training manuals and procedures for both internal and external processes. Technical training documents, integration kits, written in non-technical terms

Troubleshoot batch upload issues; work with EPP vendors as necessary to resolve issues

Be the primary CS professional responsible for Set Up and installation of applications and equipment. Train other CS professionals to act as a backup

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

Qualification

Technical customer supportMerchant services experienceCRM systems familiarityProblem-solving skillsEffective communicationAttention to detailPositive attitude

Required

Proven technical customer support experience

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 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

Preferred

2+ years of merchant services / payments industry experience preferred

Benefits

Comprehensive benefits package

100% coverage of employee healthcare premiums

Life insurance

Disability insurance

Work-life balance resources

401(k)-employer match

Employee Stock Purchase Plan

Annual Bonus Program

Company

REPAY - Realtime Electronic Payments

REPAY, established in 2006, is a full-service payment technology and processing provider that enables the expedient and secure collection of payments through any channel at any time.

Founded in 2006

Atlanta, Georgia, USA

201-500 employees