ABOUT THE ROLE
REPAY is looking for an experienced Client Services 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, merchants and applicants.
RESPONSIBILITIES
- Keep system user documents up to date and help clients with their user set-ups for multiple systems.
- Learn how to create 'cases' for production questions and report requests from clients
- Learn Basic Risk and chargeback functions to assist clients with questions
- Learn and be the back-up for Risk Dashboard training
- Learn the 1099K procedures that take place each year
- Assist in card brand change projects each April and October
- May be required to perform other related duties as assigned
- Effectively manage client inquiries including billing, utilization of systems, research requests and enablement of new functionality via phone, email, or CRM case
- Learn the functions of Salesforce Online Applications to assist clients with questions. Be able to relay questions to the Salesforce development team when needed
- Works cross-functionally with other departments including engineering, accounting and product to resolve issues
SKILLS & EXPERIENCE NEEDED
- 3+ years in Customer Service or Account Management focused role
- Extensive knowledge of Word, Excel and Internet-based software
- 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 material
- Able to establish priorities and meet deadlines
- Display a willingness and ability to make timely decisions with sound and accurate judgement. Able to substantiate and include appropriate parties in the decision-making process.
- Able to multi-task
- Confidence in talking with clients
- Experience in merchant services / payments industry preferred
- Must prioritize identifying and solving problems above merely answering questions