Customer Experience Representative

About PayCargo

PayCargo is the biggest digital platform for air and cargo payments in North America. The business is based in Miami and is scaling at hyper-growth while expanding internationally. Recently PayCargo raised $125 Million in its Series B round to fuel this growth. The vision for the business is the become the leading global platform for all B2B freight payments; a multi-billion-dollar opportunity.

PayCargo has patented technology that allows shippers and freight-forwarders to move cargo quicker and reduce the overall shipment costs. PayCargo provides mission critical cargo payment services for major ocean carriers such as Hapag Lloyd and Hamburg Sud; air cargo providers like Air France, LAN Cargo, Swissport, Air General, and Total Air; and thousands of terminals and CFS stations.

PayCargo makes it as easy as Ship, Click, Pay.

About the role:

Provide customers with courteous customer Experience through email/CRM 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 information.
• Assists customers in the reconciliation of their accounts and having payments made to vendors applied if needed.
• Follows up on process cases, such as Refunds.
• Provides timely resolution of customer complaints, concerns, and inquiries.
• Builds 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 & Pay.
• Responds effectively to customers requesting to close their accounts, determining the reason and offering possible alternatives.
• Maintains knowledge of changes to PayCargo System, customer customizations, initiatives or campaigns related to Annual Fees, and customer business environment.
• Supports marketing campaigns and product launches.
• Accurately responds tickets on a daily basis, clocks in and clocks out on ADP, Salesforce and RingCentral.
• Recognizes new business opportunities to refer customers to others within the organization, such as Sales and PayCargo Finance.
• Prepares reports as needed.
• Performs other related duties as assigned by Operations and Customer Experience management.

You Are Likely To Succeed If:

• One to two years related experience or equivalent.
• Excellent Customer Experience/service skills.
• Excellent verbal and written communication skills.
• Proficient on Salesforce, RingCentral, PayCargo system, Bluesnap, Slack, Mandrill, Microsoft Office, Office365, State business entities search engines.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.
• Ability to understand and follow written and verbal instructions.
• Professional appearance and demeanor.
• Ability to perform diversified clerical functions and basic accounting procedures.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Multilingual skills in Spanish, French, Arabic, German, a plus.
• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Competencies:

Commitment to Excel--Challenge's 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 Associate's degree (A.A) 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 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.

• We are proud to be an equal-opportunity employer.