What are the responsibilities and job description for the Customer Service Associate position at Relay Payments?
About Relay Payments
Relay Payments is a modern, digital payment network for the trucking and logistics industries. Trusted by more than 500,000 drivers, 100,000 carriers, and 3,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love’s, Maverik, Schneider, Old Dominion, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. For more information about Relay, visit relaypayments.com.
About The Role
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 7:00am-3:30pm ET Monday through Friday; onsite at Cobb Galleria Mondays, Tuesdays, and Thursdays, and from home Wednesdays and Fridays.
About You
- 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
- Professional Spanish language proficiency is strongly preferred
Our Core Values
- Invent the Future - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.
- Own the Work - Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.
- We’re in it Together - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.
Why Relay Payments
- This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.
- 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!