Customer Service Associate

Relay Payments • Atlanta, GA

3h • Hybrid

About The Position

Serving as an ambassador for the Relay Payments brand, our Customer Service Associates ensure excellent customer service standards and maintain high customer satisfaction. As a first tier liaison between customers and companies, the Relay Customer Service team communicates via phone and email to assist with complaints, errors, account questions, payment processing, refunds, and other inquiries.
Professionally answer inbound calls, chats, and emails from customers that require assistance with any of Relay’s product offerings.
Follow-up with customers where further research or communication of resolution is required.
Communicate feedback from customers to internal stakeholders to improve Relay’s product offerings.
Greet customers with empathy and warmth, helping customers feel that we are here to help them.
Review and record important/confidential customer information, such as payment info, address, phone numbers, etc.
Work with team leadership to ensure effective customer service is being delivered.
Resolve product or service issues by listening to the customer, empathizing with and apologizing for the issue, reacting by resolving or escalating the issue, and notifying both internal and external stakeholders (through product feedback, escalating product issue, etc).
This role works 8:30am-5pm ET Monday through Friday; onsite at Cobb Galleria Mondays, Tuesdays, and Thursdays, and from home Wednesdays and Fridays.

Requirements

• Preferably 1+ year of customer service, support, or call center experience
• Extensive verbal communication is required for customer interaction
• Excellent email and written communication skills are required for customer interaction
• Passion and willingness to learn + support newly launched product offerings
• Ability to develop relationships and work closely at all levels of an organization

Nice To Haves

• Professional Spanish language proficiency is a nice-to-have, but not required

Responsibilities

• Professionally answer inbound calls, chats, and emails from customers that require assistance with any of Relay’s product offerings.
• Follow-up with customers where further research or communication of resolution is required.
• Communicate feedback from customers to internal stakeholders to improve Relay’s product offerings.
• Greet customers with empathy and warmth, helping customers feel that we are here to help them.
• Review and record important/confidential customer information, such as payment info, address, phone numbers, etc.
• Work with team leadership to ensure effective customer service is being delivered.
• Resolve product or service issues by listening to the customer, empathizing with and apologizing for the issue, reacting by resolving or escalating the issue, and notifying both internal and external stakeholders (through product feedback, escalating product issue, etc).

Benefits

• We are generously sharing equity in the company - everyone’s an owner!
• We invest in your future with our 401K match program and dedicated personal/professional development funds.
• Do what’s best for your mental, physical and emotional health with our “Be Reasonable” PTO policy.
• We offer competitive benefits including medical, dental and vision insurance.
• And lots, lots more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed