Customer Care Team Lead
Paya provides simple, secure technology options enabling businesses to accept payments, get paid faster and increase efficiency. Paya’s seamless, easy-to-use payments platform supports every stage of a business’ growth today, tomorrow and beyond. With more than 100,000 clients and two decades’ delivering smart, easily integrated business solutions, Paya has a proud and proven track record. We are all about growth and success for our partners and their customers.
Provides exceptional customer experience by addressing inquiries using a variety of channels (telephone, email, chat, ticketing, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals. Seeks to resolve customer issues that are escalated. Follows-up and makes scheduled call backs to customers where necessary. Documents each customer interaction using our case tracking system in a clear, concise, and understandable format.
Monitors queues and daily workload with the help of the leadership team to ensure Service Level Agreements (SLAs) are being met in all areas. Sets clear team goals, delegates tasks and sets project deadlines.
Walks the floor, engages in active listening. Performs side by sides to identify opportunities and real-time coaching. Motivates team members and assists in planning and organizing team building activities.
Stay current on all Paya products and services. Participate in the continued training of the team. Communicate any training gaps and working with leadership to fill them.
Perform other duties as assigned.
Qualifications and Requirements:
High school diploma/GED required
Minimum two years’ experience as a Team Leader or similar role
Demonstrated passion for excellence with respect to treating and caring for customers
Ability to communicate clearly and professionally, both verbally and in writing
Active listening skills
Excellent interpersonal skills, genuine interest in others
Ability to handle complaints and unpleasant customers
Sense of ownership and pride in your performance and its impact on company’s success
Possesses a strong work ethic and team player mentality
Degree in management, leadership or training is a plus
Experience with organizing training programs is a plus
Ability to work flexible hours Monday-Friday and possibly weekends
Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
- Pay Type Hourly
- Atlanta, GA, USA
- Dunwoody, GA, USA