• Job Description

  Req#: 440492

  Paya (Nasdaq: Paya) is a leading provider of integrated payment and frictionless commerce solutions that help customers accept and make payments, expedite receipt of money, and increase operating efficiencies. The company processes over $30 Billion of annual payment volume across credit/debit card, ACH, and check, making it a top 20 provider of payment processing in the US and #6 overall in e-Commerce. Paya serves more than 100,000 customers through over 2,000 key distribution partners focused on targeted, high growth verticals such as healthcare, education, non-profit, government, utilities, and other B2B goods and services. The business has built its foundation on offering robust integrations into front-end CRM and back-end accounting systems to enhance customer experience and workflow. Paya is headquartered in Atlanta, GA, with offices in Reston, VA, Fort Walton Beach, FL, Dayton, OH, Mt. Vernon, OH and Dallas, TX.

  Responsible for enhancing each customer’s relationship with Paya. Provide quality service and professional support for customers with questions or issues regarding Paya's products or services through various channels (telephone, email, chat, etc.). Respond to inquiries from clients; understand their technical questions, assess their needs, and suggest or promote solutions that may include alternative products or services. Propose new solutions for customer’s problems and follow-up on the status of outstanding issues. Use databases to maintain up-to-date documentation. Engage in team-based project work and provide mentoring and training to less experienced staff.

  Essential Functions

  Provide exceptional customer service: 50%

  Details: Provides exceptional customer experience by addressing inquiries using a variety of channels (telephone, email, chat, ticketing, etc.) in a support-center environment adhering to scheduled shifts, procedures, metrics, and departmental goals. Listens for customer trends and takes appropriate action to resolve. Uses Knowledge Base methodologies to efficiently resolve issues and creates and modifies reusable solutions according to established procedures and policies. Escalates unresolved customer issues with all pertinent information included to appropriate resources. Follows-up and makes scheduled call backs to customers where necessary. Documents each customer interaction using our case tracking system in a clear, concise, and understandable format.

  Team Collaboration: 25%

  Details: Works collaboratively and effectively within a team of peers. Models a positive, constructive attitude in the workplace; this includes presenting challenges in a positive light, offering constructive approaches to overcoming difficulties and treating all individuals with respect. Acts as a positive change agent for roll out and alignment of support processes and procedures.

  Growth and Development: 25%

  Details: Stays current on all Paya products and services and seeks out opportunities to educate or share knowledge with team members. Attends all department and company meetings to stay up to date with the latest changes and releases.

  Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

• About the company

  Paya, Inc. is an American payment processor service that operates in North America and is headquartered in Atlanta, Georgia.

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