Client Services Representative

About the role

REPAY is looking for an experienced Client Services 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.

Responsibilities

• Keep system user documents up to date and help clients with their user set-ups for multiple systems.
• Learn how to create ‘cases’ for production questions and report requests from clients.
• Learn Basic Risk and chargeback functions to assist clients with questions.
• Learn and be the back-up for Risk Dashboard training.
• Learn the 1099K procedures that take place each year.
• Assist in card brand change projects each April and October.
• May be required to perform other related duties as assigned.
• Effectively manage client inquiries including billing, utilization of systems, research requests and enablement of new functionality via phone, email, or CRM case.
• Learn the functions of Salesforce Online Applications to assist clients with questions and be able to relay questions to the Salesforce development team when needed.
• Works cross-functionally with other departments including engineering, accounting and product to resolve issues.

Skills & Experience Needed

• 3+ years in Customer Service or Account Management focused role.
• Extensive knowledge of Word, Excel and Internet-based software.
• Ability to communicate effectively, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Attention to detail in composing, typing and proofing material.
• Able to establish priorities and meet deadlines.
• Display a willingness and ability to make timely decisions with sound and accurate judgement.
• Able to multi-task.
• Confidence in talking with clients.
• Experience in merchant services / payments industry preferred.

Benefits

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 an Employee Stock Purchase Plan. REPAY employees are eligible to participate in our Annual Bonus Program.

Company Culture

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. We offer a fun work environment with 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.