Customer Experience Representative

About PayCargo Millions of shipments with goods and materials move around the world daily by land sea or air PayCargo is the worlds 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 customers businesses PayCargos platform connects payers and vendors across the cargo and logistics ecosystem supporting payments remittance data integrations vendor release workflows and customer facing digital experiences About the role Provide customers with courteous customer experience through emailCRM or over the phone; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers needs As the Customer Experience Representative you will Provides account information to customers including but not limited to email addresses login ID and other confidential or privileged informationAssists customers in the reconciliation of their accounts and having payments made to vendors applied if neededFollows up on process cases such as RefundsProvides timely resolution of customer complaints concerns and inquiriesBuilds 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 & PayResponds effectively to customers requesting to close their accounts determining the reason and offering possible alternativesMaintains knowledge of changes to PayCargo System customer customizations initiatives or campaigns related to Annual Fees and customer business environmentSupports marketing campaigns and product launchesAccurately responds tickets on a daily basis clocks in and clocks out on ADP Salesforce and RingCentralRecognizes new business opportunities to refer customers to others within the organization such as Sales and PayCargo FinancePrepares reports as neededPerforms other related duties as assigned by Operations and Customer Experience management You Are Likely To Succeed If One to two years related experience or equivalentExcellent customer experienceservice skillsExcellent verbal and written communication skillsProficient on Salesforce RingCentral PayCargo system Bluesnap Slack Mandrill Microsoft Office Office365 State business entities search enginesCommitment to excellence and high standardsStrong organizational skills; able to manage priorities and workflowAbility to work independently and as a member of various teams and committeesAbility to understand and follow written and verbal instructionsProfessional appearance and demeanorAbility to perform diversified clerical functions and basic accounting proceduresAbility to effectively communicate with people at all levels and from various backgroundsMust be able to speak read write and understand the primary languages used in the workplaceMultilingual skills in Spanish French Arabic German a plusAcute attention to detailVersatility flexibility and a willingness to work within constantly changing priorities with enthusiasm Competencies Commitment to Excel Challenges self and others to exceed standards and achieve extraordinary results striving for best in class Is not easily deterred when obstacles or delays are encountered Customer Orientation Is focused on identifying and meeting customer needs Acts to establish a successful long term business partnership with internal and external customers Planning & Organizing Sets clear and realistic goals and objectives Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved Is structured with good personal organization Schedules time effectively and uses efficient work methods and tools Communication Provides both verbal and written information in a timely clear and concise manner Expresses ideas effectively adjusting style tools and mode to the needs of others Listens attentively and summarizes or asks questions when needed to clarify information Decision Making Makes timely and appropriate choices based on accurate analysis and experience Uses sound judgment even in conditions of uncertainty Anticipates impact of decisions and plans how to manage risk Teamwork Works cooperatively with others to achieve target and objectives Accomplishes own tasks in support of team goals and actively offers to help colleagues Supports group decisions Accountability Acts responsibly Can be counted on to keep commitments Complies with the intent of policies procedures and agreements Builds others trust in own professionalism integrity expertise and ability to get results Analysis Breaks down a problem situation or process into its component parts separates the main issues from side issues understands the nature of parts and their relationship to one another Seeks out and critically evaluates both numerical and narrative information Draws accurate conclusions Experience and Education An Associates degree AA or equivalent one to two years related experience or equivalent combination of education and experience What We Offer Our compensation package includes a highly competitive salary and bonus plan We care about your well being and personal life We offer a 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 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 are proud to be an equal opportunity employer 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