Customer Service Representative

ABOUT REPAY
REPAY (“Realtime Electronic Payments” / NASDAQ TICKER: RPAY) is an established and fast-growing publicly traded financial technology and payment processing company headquartered in Atlanta, Georgia, with offices across the country. REPAY enables its customers to accept payments anytime, anywhere, and through any channel while providing a secure, seamless, and enjoyable payment experience for the end consumers. REPAY offers a comprehensive suite of electronic payment and funding solutions, including debit and credit card processing, ACH processing, Instant Funding, and electronic bill payment systems with full IVR, text, and mobile capabilities. The scalability of its products allows merchants of all sizes to add an instant arsenal of intelligent payment technology solutions to their businesses without significant development costs or infrastructure investments.

ABOUT THE ROLE

REPAY is looking for an experienced Customer Service 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. 

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
• 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
• Contacts software and hardware vendors to request service regarding defective products.
• Troubleshoot batch upload issues; work with ERP vendors as necessary to resolve issues.

SKILLS & EXPERIENCE NEEDED

• Proven technical customer support experience
• 2+year of merchant service/payments industry experience highly preferred (e.g., TYSYS, Elavon, NMI, Mastercard, and VISA).
• Ability to work in a ticket and metrics driven environment
• Ability to work in a ticketing system (e.g., Salesforce) and metrics driven environment
• Must be able to communicate in a clear and logical fashion verbally and in writing
• Must take pride and satisfaction in helping people
• Must possess patience and thoroughness
• Must prioritize identifying and solving problems above merely answering questions
• 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.
• 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

WHY JOIN REPAY.… BECAUSE CULTURE IS EVERYTHING

GROWTH & PEOPLE-CENTERED LEADERSHIP
As the industry-leading financial technology provider in the Consumer Finance and Business to Business spaces, we continue to set the standard for application development and delivery. In 2019, REPAY became a public company listed on the Nasdaq Stock Market (RPAY). For t