Dealer Care Representative

Job title: Dealer Care Representative

Reports to: Director of Support, DMS

Department: Priority DMS

Location: Lebanon, TN

Grade: 12

About Priority:

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

As a Dealer Care Representative, DMS you will provide first-line support for issues related to credit card processing systems and other related matters within the automotive and payments industries. You will assist users in troubleshooting, resolving technical problems, managing daily operations, and ensuring smooth client experiences.

Responsibilities:

Support & Troubleshooting

• Respond to and resolve support requests via phone, email, and ticketing system.

• Assist users with issues related to credit card processing software, terminals, and point-of-sale systems.

• Provide support for software applications including installation, configuration, and troubleshooting.

• Help customers resolve payment batching issues, transaction errors, or device malfunctions.

Data & Reconciliation

• Perform and assist with bank reconciliations for client accounts.

• Review and analyze transaction reports for accuracy and processing consistency.

• Utilize Excel to track, analyze, and report support and financial data efficiently.

Incident Management

• Log and track all support requests using the company’s ticketing system.

• Escalate complex issues to higher-level Operations or IT staff.

• Ensure timely, thorough resolution and follow up for customer satisfaction.

System Monitoring

• Monitor client processing performance, connectivity, and batching health.

• Report anomalies or failures immediately to leadership or the Accounting team.

Documentation

• Maintain and update support tickets and internal documentation.

• Document common issues and develop support resources for team use.

Compliance & Security

• Adhere to company policies and industry regulations regarding data security and PCI compliance.

• Assist in implementing security measures to protect client and company data.

What Success Looks Like:

Success for a Customer Care Representative is defined by how effectively they support customers, resolve issues, and contribute to a positive brand experience. It blends technical skills, empathy, and consistency.

• Provides fast, friendly, and accurate responses to customer inquiries.
• Understands the company’s products, services, and systems inside and out.
• Accurately explains features, policies, and troubleshooting steps.
• Low error rates in responses or case handling.
• Handles even difficult customers with calm and professionalism.

Candidate Requirements:

• Education: High school diploma or equivalent; associate degree or relevant certifications preferred.

• Experience: At least one year in customer service, support, or payment processing and Automotive dealership experience preferred.

• Technical: Proficient in Excel, Google Workspace, and Microsoft Office Suite.

• Analytical Skills: Strong attention to detail and ability to diagnose and resolve issues independently.

• Communication: Clear and professional verbal and written communication skills.

• Customer Service: Dedicated to delivering exceptional client experiences.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $50,000 - $55,000

We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.

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