Customer Support Representative at PayBright in Raleigh, NC, United States

Job description

• PayBright is a leading provider of end-to-end payment solutions. The company’s mission is to enable businesses and consumers to connect and transact seamlessly through best-of-breed solutions in payment processing, digital wallet, card issuing, and online cash applications. PayBright was founded by a college student who identified the struggles that most businesses face when it comes to accepting credit cards. After a few short years, PayBright has become the chosen processor of thousands of businesses spanning the entire country. The company’s expansion has been “amazing and we are looking for exceptional people to join the PayBright Team.
• We’re seeking a dedicated Customer Service Representative with at least 2 years of experience in a fast-paced, high-volume environment. The ideal candidate excels at multitasking and is committed to taking full ownership of customer issues from start to resolution.
• In this role, you’ll provide outstanding service and sales support to our agents and partners, responding to inquiries with speed, professionalism, and attention to detail. You’ll assist merchants with questions related to billing, account management, and technical troubleshooting—ensuring a smooth and supportive customer experience at every step.
• You’ll work closely with agents, merchants, internal teams, and external partners to address complex issues, particularly those involving merchant accounts and card security. This role requires excellent communication skills, both verbal and written, and the ability to build strong working relationships. You will serve as the main point of contact for all communication related to our Partner Sales Channels, delivering support with clarity, confidence, and care.

Responsibilities

• ∙ Deliver exceptional service to merchants through inbound phone calls, emails, and chat.
• ∙ Respond to customer inquiries with professionalism, accuracy, and efficiency.
• ∙ Conduct proactive follow-ups to ensure client satisfaction and resolve any outstanding concerns.
• ∙ Manage and monitor a customer support ticket queue, logging and prioritizing requests for timely resolution.
• ∙ Accurately document all interactions and actions using CRM and call ticketing systems.
• ∙ Address merchant questions related to billing and account management.
• ∙ Troubleshoot and resolve basic technical issues for customers.
• ∙ Collaborate with internal departments, managers, and Business Consultants to resolve customer issues promptly.
• ∙ Maintain and prioritize a detailed task list, including time-blocking for critical and time-sensitive projects.
• ∙ Keep all digital and physical files organized for easy access and efficient workflow.
• ∙ Manage competing priorities effectively, working proactively and following through to meet tight deadlines.

Requirements

• ∙ 2+ years of customer service experience, preferably in a high-volume setting
• ∙ Proven ability to manage multiple tasks and prioritize effectively
• ∙ Strong technical and troubleshooting skills
• ∙ Excellent phone etiquette and professional communication skills
• ∙ Ability to build rapport and resolve issues efficiently
• Bachelor's degree
• ∙ Team-Oriented: Thrives in a collaborative, fast-paced environment with a positive and motivated attitude.
• ∙ Customer-Focused: Dedicated to providing high-quality, responsive support with exceptional follow-through.
• ∙ Strong Communicator: Outstanding verbal and written communication skills, with the ability to clearly convey information and build relationships.
• ∙ Highly Organized: Detail-oriented and methodical, with a knack for managing multiple tasks simultaneously.
• ∙ Proactive & Resourceful: Self-starter who takes initiative, solves problems creatively, and sees the bigger picture.
• ∙ Technically Proficient: Comfortable using mobile apps and tools such as Microsoft Office, PowerPoint, OneNote, and Power BI.
• ∙ Decisive & Efficient: Demonstrates strong judgment, urgency, and the ability to make quick, informed decisions.
• ∙ Emotionally Intelligent: Handles confidential information with discretion, exercises diplomacy, and maintains integrity in all interactions.
• ∙ Reliable & Professional: Punctual, dependable, and consistently represents the values, priorities, and goals of company leadership.
• ∙ Personable & Positive: Brings a “servant’s heart,” a great sense of humor, and a team-first mindset to every interaction.
• ∙ Able to work with minimal supervision to complete assigned tasks within the workday.
• ∙ Ability to stay positive, approachable, and always focused on customer service.
• ∙ Ability to receive instruction
• ∙ Ability to maintain confidentiality in all aspects
• ∙ Requires knowledge of arithmetic, algebra, and mathematical applications
• Knowledge of administrative and clerical procedures and systems, such as word processing, calendar management software (i.e., Outlook), and the ability to learn new software systems that organize information.

Skills

Required

• 2+ years of customer service experience
• Bachelor's degree

Benefits

• Health Insurance
• Dental
• Eye Care
• PTO
• 401K w/a Match
• Sick Time
• Paid Holiday