Job Description

Location

Plano, TX office

The Company

Founded in June 2017, ConnexPay is the first payments company to seamlessly combine both PayIns and PayOuts into a single global platform that is transforming modern e-commerce. The flexibility of ConnexPay’s technology allows clients to manage all of their B2B payment needs, from acquiring sales, managing fraud, and paying suppliers. ConnexPay’s solutions are applicable across a broad spectrum of corporate payment use cases, including global travel, ticketing, insurance and warranty claims, loyalty and rewards, and media and advertising. The company’s technology reduces payment risk and lowers the cost of payment acceptance. Through our people, ConnexPay is poised to become the industry leader in payments.

ConnexPay is proud of our culture, where we focus on employee engagement and customer satisfaction. Here our people feel comfortable voicing their opinions, which helps us build a safe environment for all. We are customer focused and truly believe that behaviors drive our culture — and our culture drives our results — always working as one team to win.

The Opportunity

We are looking for an exceptional Customer Care & Enablement Consultant to join our dedicated and growing team that is located in/near Dallas, Texas. The candidate will interact daily with our customers and suppliers by researching and responding to requests, solving problems, and using strong organizational skills to provide exceptional and personalized support.

Key Responsibilities

• Customer Support: Resolve incoming customer inquiries, both phone and email. Assist customers in resolving product-related issues, answering questions, and providing appropriate solutions, escalating internally when needed.
• Product Knowledge: Develop a deep understanding of our products, services and policies. Stay up to date with product updates and changes to provide accurate information to customers.
• Customer Engagement: Build rapport and maintain positive relationships with customers. Engage in active listening to understand their needs and concerns effectively. Provide personalized assistance and recommendations based on customer requirements. Manage customer complaints with empathy and professionalism.
• Documentation and Record Keeping: Maintain accurate and detailed records of customer and supplier interactions, inquiries, and transactions in the CRM system. Update customer and supplier profiles and databases with relevant information.
• Collaborative Support: Collaborate with cross-functional teams globally, including sales, technical support, and product development, to address customer inquiries and issues that require specialized expertise.
• Customer Feedback: Gather customer feedback and insights on products, services, and customer experience. Provide feedback to the appropriate teams to drive continuous improvement.
• Quality Assurance: Follow established protocols and guidelines to ensure consistent and high-quality customer service. Adhere to company policies, procedures, and service level agreements. Regularly review and update protocols to reflect best practices and evolving customer needs.
• Supplier Enablement: contact suppliers via email, webchat, and/or telephone to deliver payments, promote electronic payment adoption and enroll in the ConnexPay network. Contact suppliers via telephone to confirm bookings and ensure payments are processed in a timely manner, assist with issues or concerns.
• Supplier Insights: Track supplier performance, analyze usage metrics, and gather feedback to pinpoint improvement areas, suggest strategic changes, and share insights with internal stakeholders. Capture supplier feedback to guide product improvements and enhance the supplier experience.
• Training and Development: Stay updated on industry trends, customer service best practices, and product knowledge through training sessions and self-study. Continuously enhance your skills to deliver exceptional customer care.

Qualifications

• Bachelor’s degree (preferred) or equivalent work experience
• 2+ years’ experience working with payments acquiring and card issuing
• 2+ years’ proven experience in customer service, account management, supplier enablement or customer implementations
• Ability to analyze situations and issues; identify options, draw logical conclusions, and sound inferences; determine and recommend practical sources of action using good judgment and strategic thinking
• Excellent organizational, analytical, communication, prioritization and critical thinking skills
• Strong teamwork and collaboration skills
• Empathy and patience to manage challenging customer situations
• Proficiency in using customer service software, CRM systems, basic computer applications and ability to learn new software quickly
• Intermediate proficiency in Excel required
• Customer obsessed and results-orientated
• Ability to come into our Plano, TX office

Benefits and Perks

ConnexPay offers an attractive compensation package reflecting the scope of the role. Other benefits include:

• Unlimited PTO: Freedom to take time off with no assigned set number of days.
• Retirement savings: Immediate entry into 401(k) plan with company match.
• Excellent benefits: Medical, dental, and vision insurance options, plus company-paid life and AD&D insurance.
• Flexible work locations: Work from home, an office, or wherever you feel comfortable and productive.
• Autonomy: You’ll enjoy independence and responsibility for your role.
• Career advancement: Growth opportunities are endless at our successful, early-stage company.

EEO

ConnexPay is an Equal Opportunity Employer and does not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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