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Customer Care Back-Office Advisor

Atlanta, GA, USA, Dunwoody, GA, USA Req #82
Wednesday, July 31, 2019

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.

 

Job Summary:

Responsible for providing quality customer service by performing routine merchant updates within multiple systems. This position requires someone who is detailed oriented and professional.  Supporting all internal and external customers with questions or issues regarding Paya's products or services through various channels (telephone, email, tickets, etc.).  Ability to comprehend questions/inquiries, assess their needs, and suggest or provide solutions. Follow-up on the status of outstanding issues.  Engage in team-based project work and provide mentoring and training to less experienced staff.

 

Responsibilities:

  • Performs account updates accurately and within service levels provided.

  • Provides an exceptional customer experience by addressing inquiries using a variety of channels (telephone, email, ticketing, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals.

  • Takes appropriate action to resolve trends that are identified. 

  • Uses Knowledge Base to efficiently resolve issues.

  • Escalates unresolved customer issues. 

  • 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.

  • Works collaboratively and effectively within a team of peers.

  • Models a positive, constructive attitude in the workplace; this includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties and treating all individuals with respect.

  • Acts as a positive change agent for roll out and alignment of support processes and procedures.

  • Maintains a high degree of ethical behavior in all aspects of daily business including relations with customers, partners and co-workers.

  • Stays current on all Paya products and services and seeks out opportunities to educate or share knowledge with team members.

  • Attends all department and company meetings to stay up to date with the latest changes and releases.

  • format. 

 

 

Qualifications and Requirements:

  • 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.

  • Ability to handle complaints and unpleasant customers.

  • Possesses a strong work ethic and team player mentality.

  • Ability to work flexible hours Monday – Friday and possibly weekends

  • Minimum two years’ experience in a customer-facing role is preferred.

 

Education Requirements

High School Diploma/GED

 

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.

Other details

  • Pay Type Hourly
  • Atlanta, GA, USA
  • Dunwoody, GA, USA