Customer Experience Representative

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Current job opportunities are posted here as they become available.

Millions of shipments with goods and materials move around the world daily, by land, sea, or air. Pay Cargo is the world's leading online payment solution that is revolutionizing the shipping and cargo world. With a fast and efficient way to reduce costs associated with payment processing, we help improve the speed and profitability of our customers' businesses.
Pay Cargo's platform connects payers and vendors across the cargo and logistics ecosystem, supporting payments, remittance data, integrations, vendor release workflows, and customer-facing digital experiences.

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.

• Provides account information to customers including but not limited to email addresses, login  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 Pay Cargo 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, Pay Cargo 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 Pay Cargo 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 Ring Central.
• Recognizes new business opportunities to refer customers to others within the organization, such as Sales and Pay Cargo Finance.
• Prepares reports as needed.
• Performs other related duties as assigned by Operations and Customer Experience management.

• One to two years related experience or equivalent.
• Excellent verbal and written communication skills.
• Proficient on Salesforce, Ring Central, Pay Cargo system, Bluesnap, Slack, Mandrill, Microsoft Office, Office
  365, 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.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

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…