Customer Care Rep 1

Job title: Customer Care Representative I

Reports to: Customer Care Supervisor

Division: Acquiring

Location: Alpharetta, GA (Hybrid) or Lebanon, TN (Hybrid)

Grade: 11

About Priority:

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

A Customer Care Representative is responsible for providing exceptional customer support and assistance to clients. You will serve as the primary point of contact for clients, handling inquiries, resolving issues, and ensuring a positive overall client experience. You will be required to have excellent communication skills, a strong customer-centric approach, and the ability to work effectively in a fast-paced environment.

Responsibilities:

• Provides support of agent/Independent Sales Organizations with service and sales issues.
• Assists with terminal programming, operation, hardware and software support, merchant pricing, proposal, and statement analysis.
• Stays current on industry trends and is able to recommend relevant product solutions to clients.
• Works with processing platforms to accomplish tasks.
• Ensures clients receive required service within established time frames.
• Develops relationships with clients, assisting and encouraging them to enhance their business relationship with company.
• Provides timely and accurate information to incoming client order status and product knowledge request.

• Provides fast, friendly, and accurate responses to customer inquiries.
• Understands the company's products, services, and systems inside and out.
• Accurately explains features, policies, and troubleshooting steps.
• Low error rates in responses or case handling.
• Handles even difficult customers with calm and professionalism.

• 4 year undergraduate college degree or High School degree with 1-2 years of experience in a related working field.
• Manages difficult or emotional customer situations and responds promptly. Responds to requests to improve service.
• Identifies and resolves problems in a timely manner; able to handle a situation under pressure and find a solution; uses reason even when dealing with emotional topics.
• Meets productivity standards and expectations. Strives to increase productivity.
• Is consistently at work on time and is dressed appropriately.
• Balances team and individual responsibilities, contributes to building a positive team spirit, and puts success of team above own interests.
• Writes and speaks clearly and uses correct grammar. Responds to questions and issues positively.
• Follows instructions and responds to management directions; takes responsibility for actions.