Customer Experience Representative

PayCargo LLC; Coral Gables (FL); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Vacation policy

Sick policy

Personal time off

401K match

Job summary

PayCargo LLC is seeking a Customer Experience Representative to provide courteous support via email, CRM, or phone. You will help retain customers and promote PayCargo services while handling inquiries, reconciliations, and payments with a focus on accuracy and security.

The role requires strong communication skills, experience with Salesforce and related tools, and the ability to work with various teams across offerings. Multilingual abilities are a plus.

Qualifications

• Associate degree or equivalent; 1–2 years related experience preferred.
• Proficiency in Salesforce, RingCentral, Bluesnap, Slack, Mandrill and Microsoft Office.
• Excellent verbal and written communication skills; professional demeanor.

Responsibilities

• Provide courteous customer experience via email, CRM, or phone to retain and grow business.
• Share account information securely with customers and assist with reconciliations and payments.
• Resolve customer inquiries promptly and build trust by educating on PayCargo services.
• Support campaigns and product launches; prepare reports as needed.

Skills

Verbal & written communication

Salesforce

RingCentral

PayCargo system

Bluesnap

Slack

Mandrill

Microsoft Office

Multilingual: Spanish, French, Arabic,

Education

Associate degree (A.A) or equivalent

Tools

Salesforce"

RingCentral

Bluesnap

Slack

Mandrill

Job description

Are you ready for new challenges and new opportunities?

Join our team!

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. PayCargo 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.
PayCargo'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.

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 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.
• 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 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 proud to be an equal-opportunity employer.

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.