Associate 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. This position investigates and resolves software and hardware problems of existing clients and applicants.

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
• Consults with EPP vendors, programmers, IT staff, Business Development staff, to explain software errors and/or recommend changes to programs.
• Contacts software and hardware vendors to request service regarding defective products.
• Assists with writing or revising user training manuals and procedures for both internal and external processes. Technical training documents, integration kits, written in non-technical terms.
• Troubleshoot batch upload issues; work with EPP vendors as necessary to resolve issues.
• Be the primary CS professional responsible for Set Up and installation of applications and equipment. Train other CS professionals to act as a backup.
• 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

SKILLS & EXPERIENCE NEEDED

• Proven technical customer support experience
• 2+ years of merchant services / payments industry experience preferred
• 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
• Familiarity with CRM systems and practices (e.g. Salesforce)
• Must be able to communicate in a clear and logical fashion verbally and in writing
• Must take pride and satisfaction in helping people
• Must prioritize identifying and solving problems above merely answering questions

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 the past three consecutive years, we have placed on the ACG® Atlanta Georgia Fast 40, a list recognizing the top 40 fastest-growing middle-market companies in Georgia. REPAY’s leadership empowers each team member to make a difference and stretch to their fullest potential. Our dedication to frequent, transparent communication is shown with companywide meetings where our leaders share company vision and encourage employees to ask questions. 

FUN WORK ENVIRONMENT & GREAT TEAMS
We offer it all: business to casual dress, great snacks & beverages, and open-air collaborative team settings. REPAY has been certified as a Great Place to Work® company for 2017, 2018, 2019, 2020, 2021, and 2022. The REPAY team is fun, smart, collaborative, and truly enjoys working together. Making a difference in our local communities – we support several philanthropic initiatives every year to give back to our local communities. We are self-driven, motivated professionals who do not require micro-management to ensure we produce high quality and timely work.

INNOVATION & EDUCATION
We create highly sophisticated payment processing applications and are always pushing the boundaries of what is possible. We are constantly revolutionizing the industry by building on new ideas from clients and employees. We provide the resources necessary to ensure new innovations can develop quickly and with quality. We encourage continuing education, including professional conferences and events.  

PUTTING OUR PEOPLE FIRST
We believe our people are the best, and we care immensely about their success. We offer a comprehensive benefits package which includes 100% coverage of employee healthcare premiums and several free benefits, including life insurance, disability insurance, and work-life balance resources. All benefits go into effect day one. Our employees’ futures are important to us, which is why we have a 401(k)-employer match and and an Employee Stock Purchase Plan. REPAY employees are eligible to participate in our Annual Bonus Program. This bonus award reflects excellent performance of individual contributions and goals achieved during the past year.

REPAY’s core values are Excellence, Passion, Innovation, Respect, and Integrity.

REPAY is an Equal Opportunity Employer and we promote a company culture where diversity, equity and inclusion are central. We are committed to build our teams and grow a company in which employees can succeed, regardless of race, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, pregnancy, religion, age (40 and over), disability, service in the uniformed services, protected veteran status, genetic information, or any other classification protected by federal, state or local law. Celebrating our diverse backgrounds, views and beliefs allows us to embrace what makes us unique and continue to innovate and push the boundaries of what is possible.

We are interested in every qualified candidate who is eligible to work in the United States. This position is not eligible for hire in California. Additionally, we are not able to sponsor visas.