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Customer Care - Associate

Atlanta, GA, USA; Dunwoody, GA, USA Req #99
Wednesday, September 11, 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!
 
Paya is looking for a Customer Care Associate/Advisor for a full-time role to be based in our Dunwoody location. This is a full-time Non-Exempt Role eligible for an annual bonus with full-time benefits. 
 
Candidates will be required to be working on-site five days a week. 
 

Job Summary:

Responsible for enhancing each customer’s relationship with Paya.
Provide quality service and professional support for customers with questions or issues regarding
Paya's products or services through various channels (telephone, email, chat, etc.).
Respond to inquiries from clients; understand their technical questions, assess their needs, and suggest or promote solutions that may include alternative products or services.
Propose new solutions for customer’s problems and follow-up on the status of outstanding issues. Use databases to maintain up-to-date documentation.
Engage in team-based project work and provide mentoring and training to less experienced staff.


Essential Functions:

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.
Listens for customer trends and takes appropriate action to resolve.
Uses Knowledge Base methodologies to efficiently resolve issues and creates and modifies reusable solutions according to established procedures and policies.
Escalates unresolved customer issues with all pertinent information included to appropriate resources.
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. 

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.  
 

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. 
 

  • Qualifications and Requirements:
    High School Diploma/GED
    Minimum two years’ experience in a customer-facing role
    Demonstrated passion for excellence with respect to treating and caring for customers
    Ability to communicate clearly and professionally, both verbally and in writing  
    Demonstrated proficiency in typing and grammar 

  • Active listening skills
    Ability to handle complaints and unpleasant customers
    Has a pleasant, patient and friendly attitude 
    Possesses a strong work ethic and team player mentality

    Ability to work flexible hours Monday through 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.

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
  • Hiring Rate $15.00
  • Travel Required No
  • Required Education High School
  • Atlanta, GA, USA
  • Dunwoody, GA, USA