About PayCargo
PayCargo is the biggest digital platform for air and cargo payments in North America with headquarters in Coral Gables, Florida. PayCargo is scaling at hyper-growth while expanding internationally. In June 2022, PayCargo raised $130 million in a Series C funding round from Blackstone Growth. The vision for the business is to become the leading global platform for all B2B freight payments globally within a multi-billion dollar industry.
PayCargo has patented technology that allows shippers and freight forwarders to move cargo quicker and reduce 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; Class 1 rail companies such as BNSF, CSX, and UP; and thousands of terminals and CFS stations.
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, such as QuicPay.
- 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 calls and 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.
- 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:
Ensuring Quality and Accountability: Employee focuses efforts on achieving high-quality results consistent with the organization's standards. In addition, Employee holds themselves and others to high standards of accountability and create an infrastructure and transparent corporate culture that supports and measures personal and organizational responsibility and accountability.
Client Focus: Employee provides excellent service to internal and/or external clients.
Planning & Organizing: Employee reaches goals that are central to organizational success by making and following plans and allocating resources effectively.
Fostering Communication: Employee listens and communicates openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Decision Making: Employee uses critical thinking, good business sense and organizational values to make decisions involving varying levels of risk and ambiguity.
Collaborating with Others: Employee works together with others in a cooperative and supportive manner to achieve shared goals.
Analytical Thinking: Employee analyzes and synthesizes information
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, 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 with. 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.
