Customer Service Associate

<p><strong>About Relay Payments</strong></p> <p>Relay Payments is a modern, digital payment network for the trucking and logistics industries. Trusted by more than 500,000 drivers, 100,000 carriers, and 3,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love’s, Maverik, Schneider, Old Dominion, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. For more information about Relay, visit relaypayments.com.</p> <p><strong>About The Role</strong></p> <p>Serving as an ambassador for the Relay Payments brand, our Customer Service Associates ensure excellent customer service standards and maintain high customer satisfaction. As a first tier liaison between customers and companies, the Relay Customer Service team communicates via phone and email to assist with complaints, errors, account questions, payment processing, refunds, and other inquiries.</p> <ul> <li>Professionally answer inbound calls, chats, and emails from customers that require assistance with any of Relay’s product offerings.</li> <li>Follow-up with customers where further research or communication of resolution is required.</li> <li>Communicate feedback from customers to internal stakeholders to improve Relay’s product offerings.</li> <li>Greet customers with empathy and warmth, helping customers feel that we are here to help them.</li> <li>Review and record important/confidential customer information, such as payment info, address, phone numbers, etc.</li> <li>Work with team leadership to ensure effective customer service is being delivered.</li> <li>Resolve product or service issues by listening to the customer, empathizing with and apologizing for the issue, reacting by resolving or escalating the issue, and notifying both internal and external stakeholders (through product feedback, escalating product issue, etc).</li> <li>This role works 7:00am-3:30pm ET Monday through Friday; onsite at Cobb Galleria Mondays, Tuesdays, and Thursdays, and from home Wednesdays and Fridays.&nbsp;</li> </ul> <p><strong>About You</strong></p> <ul> <li>Preferably 1+ year of customer service, support, or call center experience</li> <li>Extensive verbal communication is required for customer interaction</li> <li>Excellent email and written communication skills are required for customer interaction</li> <li>Passion and willingness to learn + support newly launched product offerings</li> <li>Ability to devel