Lead Customer Service Representative - Repay - Realtime Electronic Payments

ABOUT THE ROLE

REPAY is looking for an experienced Customer Service Lead 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 and applicants.

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

SKILLS & EXPERIENCE NEEDED

· Minimum of 5 years of customer support experience and 5 years in Accounts Receivable, specifically in the payments industry.

· 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.

· Minimum of 2 years management experience

· 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