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Customer Care Team Lead

Dayton, OH, USA Req #95
Friday, August 30, 2019
First Billing (a Paya company) is hiring Customer Service Representatives. This position is responsible for enhancing each customer’s relationship with Paya. This objective will be primarily accomplished by providing assistance for customers with escalated or more complex questions or issues regarding Paya's products or services and their application in the customer’s business operating environment.

Support is provided in adherence to company guidelines and will be performed through various channels (telephone, email, chat, etc.)

Position Summary:
  • Responsible for assisting in the leadership and motivation of our Customer Care Representatives to deliver a first-class customer experience in all interactions with Paya customers.
  • Assists in creating and maintaining a high-performance workforce focused on continuous improvement.
  • Assists in the monitoring  and evaluation of calls and email work queues to ensure service levels are being met and serves as an escalation point for customer complaints.
  • Partners with leadership and ensures open communication channels to address issues that arise. 
  • Serves as a culture champion and positive role model. Remains current on all products and services Paya offers.  
  • Meets and strives to exceed team/organization goals and objectives.
Essential Functions:

All essential functions percent of time should add up to 100%.

Essential Duty 1: Provides exceptional Customer Service
Percent of Time: 25%

Details: 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. Takes regular

customer service calls as call volume demands. 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. 
Essential Duty 2: Monitors Workflow 
Percent of Time: 25%

Details: 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.

Essential Duty 3: Coaching & Mentoring
Percent of Time: 25%

Details:  Walks the floor, engages in active listening. Performs side by sides to identify opportunities and real-time coaching. Conducts a minimum of 3 quality assurance evaluations per team member each month and coaches out any identified opportunities. Motivates team members and assists in planning and organizing team building activities.
Essential Duty 4: Growth & Development 
Percent of Time: 20 %

Details:   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. 

Essential Duty 5: Miscellaneous
Percent of Time: 5%

Details: Perform other duties as assigned
Works under limited supervision; practices and process in place to guide work; completes work independently; consults with supervisor to resolve problems.
Guides or mentors work of employees; authorizes time sheets; provides feedback on performance, but does not make staffing decisions (hiring, firing, performance, and compensation).
Work Environment: 
Office environment/no specific unusual physical or environmental demands.

Qualifications/Work Experience/Specialized Skills: 

High School Diploma/GED.
Minimum of 2 years or more of experience in related field or Customer Service is 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. Ability to work flexible hours Monday-Friday and possibly weekends.

Preferred Skills:
Degree in management, leadership or training is a plus.
Experience with organizing training programs is a plus.


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
  • Dayton, OH, USA