Job Description

ABOUT PAYCARGO Millions of shipments with goods and materials move around the world daily, by land, sea, or air. PayCargo is the world's leading online payment solution that is revolutionizing the shipping and cargo world. With a fast and efficient way to reduce costs associated with payment processing, we help improve the speed and profitability of our customer's businesses.

ABOUT THE CUSTOMER EXPERIENCE REPRESENTATIVE: This position exists to provides PayCargo clients a first-class customer service experience through email/CRM or over the phone. A successful Customer Experience Representative always strives to enhance the business relationship, retain present customers, develop new business by extending professional and efficient service suggesting additional services and products to serve customers' needs.

AS THE CUSTOMER EXPERIENCE REPRESENTATIVE, YOU WILL: Provide account information to customers including but not limited to email addresses, login ID and other confidential or privileged information.

Assist customers in the reconciliation of their accounts and having payments made to vendors applied if needed.

Follow up on process cases, such as Refunds.

Provide timely resolution of customer complaints, concerns, and inquiries.

Build effective relationships and trust with customers and potential customers by listening to their needs and educating them about how to use and take advantage of the PayCargo system, products and services that are most appropriate to their situation, including but not limited to the different forms of payment, such as Overnight limit, PayCargo Credit, Credit Card, and Ship & Pay.

Respond effectively to customers requesting to close their accounts, determining the reason, and offering possible alternatives.

Maintain knowledge of changes to PayCargo System, customer customizations, initiatives or campaigns related to Annual Fees, and customer business environment.

Support marketing campaigns and product launches.

Accurately respond tickets daily, clocks in and clocks out on ADP, Salesforce, and RingCentral.

Recognize new business opportunities to refer customers to others within the organization, such as Sales and PayCargo Finance.

Prepare reports as needed.

Perform other related duties as assigned by Operations and Customer Experience management.

You Are Likely to Succeed If You Have:

Excellent customer experience/service skills.

Excellent verbal and written communication skills.

Proficient on Salesforce, RingCentral, PayCargo system, ADP Workforce, Bluesnap, Slack, Mandrill, Microsoft Office, Office365, State business entities search engines.

Commitment to excellence and high standards.

Strong organizational skills; able to manage priorities and workflow.

Ability to work independently and as a member of various teams and committees.

Ability to understand and follow written and verbal instructions.

Professional appearance and demeanor.

Ability to perform diversified clerical functions and basic accounting procedures.

Ability to effectively communicate with people at all levels and from various backgrounds.

Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Acute attention to detail.

Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Act responsibly. Keep commitments. Follow policies and procedures. Build others' trust by acting with professionalism, integrity, expertise, and ability to consistently get results.

One to two years of customer service experience or equivalent.

WHAT WE OFFER:

Our compensation package includes a market competitive hourly salary and bonus plan. We care for your wellbeing and personal life. We offer vacation policy, sick policy, personal time off policy, a generous 401K match, and more. Your success at PayCargo is determined by the impact that you are making, and how well you collaborate with the various teams that you interact with. Everyone at PayCargo is empowered to take ownership to learn, self-improve, and master their skills in an environment focused on efficiency, collaboration, and purpose. We always serve each other and our customers with excellence.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity employer