Job Description

About Pay Tel

Pay Tel is a company grounded in Christian values with a strong sense of social responsibility. We are a mission-driven privately held company that delivers meaningful technology to the corrections market space. We strive each day to provide innovative solutions to the jails that we serve and to be a stable, ethical partner in service to the community. Whether we are delivering basic phone service, investigative tools for officers or advanced tablet-based educational solutions for inmates; Pay Tel is responsive to our customer’s needs.

Pay Tel is seeking skilled individuals who embody our core values: humble, compassionate, solution-oriented, transparent and Accountable

Type: Part-Time, Non-Exempt Schedule (Morning Shift – Bilingual)

• Monday, Tuesday, Friday: 8:00 AM – 1:00 PM
• Saturday: 8:00 AM – 5:00 PM

Regular days off: Sunday, Wednesday, and Thursday

or

Part-Time, Non-Exempt Schedule (Evening Shift – Bilingual)

• Monday, Tuesday, Friday: 5:00 PM – 10:00 PM
• Saturday: 8:00 AM – 5:00 PM

Regular days off: Sunday, Wednesday, and Thursday

Training Requirements

• Training will be conducted in person
• Training schedule may vary based on availability
• Candidates must complete training onsite and remain in office until fully trained

Location: Greensboro, NC

JOB SUMMARY

The Customer Service Representative is responsible for maintaining goodwill between our organization and its customers by answering questions, solving problems, and providing advice or assistance for the services of the organization. The Customer Service Representative serves as the front line in providing a remarkable experience for our customers. The overall goal of each experience is to effectively handle customer inquiries and provide First Call Resolution while exemplifying our core values: Humble, Transparent, Solution-Oriented, Accountable and Compassionate.

PRIMARY RESPONSIBILITIES

• Answer inbound customer support calls and chats regarding new and existing accounts.
• Assist customers with inquiries concerning billing, setting up accounts, making payments, blocking, unblocking, etc.
• Keep detailed call-in or chat records using CSP (Customer Service Portal) software and process.
• Initiate tickets to Technical Support department to assist customers with call issues Utilize CSP (Customer Service Portal) software to update customer account information.
• Perform various clerical duties as assigned.

ACCOUNTABILITIES

• Maintain confidentiality of customers’ account information.
• Maintain a 90% availability of time to assist customers on the phone.
• Maintain talk time average at/or less than 5 minutes.
• Seek first call-resolution with all customer contacts.

EDUCATION AND EXPERIENCE

Minimum Level of Education and Experience,

Combination of education and work experience; 2-5 years call center or customer service experience.

Solid work history with favorable work references.

MINIMUM SKILLS, ABILITIES, LICENSES, CERTIFICATIONS

• Bilingual (English/Spanish) required
• Proficient in Microsoft Office Suite
• Excellent customer service skills
• Problem solving aptitude; conflict resolution skills.
• Strong organizational and time-management skills
• Exceptional attention-to-detail
• Typing skills of at least 30 WPM
• Demonstrated ability to maintain a positive, professional attitude, passion for results
• Ability to work well under pressure

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

Ability to sit in a workstation environment for extended periods.

Ability to wear headset and/or hold phone receiver to take/assist customers on the phone throughout a scheduled workday.

Working Conditions

Typical office/cubicle environment

Additional Information:

• Candidates must be dependable and available to work Saturdays
• Part-time roles may offer additional hours based on department needs

Pay Tel is an equal opportunity employer. We value diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, national origin, or any other status protected under applicable federal, state, or local law.

Benefits:

• Paid time off
• Parental leave
• Work from home

Experience:

• Call center: 3 years (Required)

Language:

• English and Spanish (Required)

Ability to Commute:

• Greensboro, NC 27410 (Required)

Work Location: Hybrid remote in Greensboro, NC 27410

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