What are the responsibilities and job description for the Customer Onboarding Associate position at relaypayments?
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 Onboarding Associate ensures small fleets are onboarded properly and successfully using Relay for all over-the-road payments. Relay’s customer associates work with carriers and partners via phone and email to assist with the application process, training on how to use the system, and responding to the customer’s needs.
- Application Support: Proactively reach out to customers to assist with the application submission process and answer questions about the product.
- Customer Onboarding: Lead smooth onboarding processes, set up accounts, and ensure customers are operational quickly. Ensure customer satisfaction through follow-up, client responsiveness, and thorough communication. Partner with customers on product education as they initiate use and adopt purchased software.
- Account Management: 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.
- Partner Management: Work with partners on referrals and accounts.
- Team Goals: Work with team leadership to ensure we are successfully onboarding customers and meeting all standards for sales, implementation and account management.
- This role works 9am-5pm Monday through Friday. This role is in-office at Cobb Galleria on Mondays, Tuesdays, and Thursdays each week.
About You
- Preferably 1 year of customer service, support, sales, implementation or call center experience
- Extensive verbal communication is required for customer and partner interaction
- Excellent email and written communication skills are required for customer and partner interaction
- Passion and willingness to learn support newly launched product offerings
- Ability to develop relationships and work closely at all levels of an organization
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!
Relay Payments is an equal opportunity employer. At Relay Payments, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.