Experienced Customer Service and Support Associate for EverCommerce Payment Solutions – Delivering Exceptional Client Experiences in a Dynamic and Remote Work Environment

Introduction to EverCommerce

EverCommerce is a pioneering service commerce platform that empowers over 600,000 global service-based businesses to thrive. Our innovative, vertically tailored, integrated SaaS solutions accelerate growth, streamline operations, and enhance customer retention. With a strong presence in the Home & Field Services, Health Services, and Fitness & Wellness industries, we specialize in end-to-end business management software, embedded payment acceptance, marketing technology, and customer engagement applications. Our mission is to create seamless, informed, and convenient experiences between customers and service professionals, fostering long-term relationships and driving success.

About the Role

We are seeking an exceptional Customer Service and Support Associate to join our dynamic team, focusing on our EverCommerce Payment Solutions. As a key member of our PaySimple team, you will be responsible for delivering outstanding customer experiences, resolving issues, and providing expert guidance on our cutting-edge SaaS solutions. If you are passionate about making a positive impact, thrive in fast-paced environments, and are committed to excellence, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Passionately support PaySimple's commitment to creating an exceptional experience for each customer, ensuring timely and effective issue resolution
• Respond to customer inquiries via phone, email, and chat, providing personalized support and addressing concerns with empathy and professionalism
• Deliver ad-hoc training to customers, empowering them to maximize the benefits of our PaySimple solution
• Maintain in-depth knowledge of the PaySimple platform, staying up-to-date with the latest features and enhancements to provide expert guidance and support
• Surprise and delight customers with personalized touches, such as handwritten notes or birthday greetings, to foster long-term relationships and loyalty
• Proactively reduce cancellations by identifying and addressing potential issues, offering tailored solutions to meet customers' evolving needs

Essential Qualifications

• Technical software experience is a plus, but not required; a willingness to learn and adapt to new technologies is essential
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues
• Organized, detail-oriented, and capable of meeting deadlines in a fast-paced environment
• Strong writing and phone skills, with the ability to articulate complex concepts in a clear and concise manner
• Critical thinking and problem-solving skills, with a proactive approach to resolving issues and improving processes
• A team player with the ability to work independently, taking direction and executing tasks with precision and accuracy

Preferred Qualifications

• Previous experience in customer-facing roles, preferably in a SaaS or payment solutions environment
• Familiarity with customer relationship management (CRM) software and helpdesk platforms
• Knowledge of payment processing and merchant services, with an understanding of industry trends and best practices
• Experience with training and development, with the ability to create engaging content and deliver effective training sessions

Career Growth and Development

At EverCommerce, we are committed to investing in the growth and development of our team members. As a Customer Service and Support Associate, you will have access to:

• Continued professional development through Udemy, with opportunities to enhance your skills and knowledge in areas such as customer service, payment solutions, and software applications
• Mentorship and coaching from experienced colleagues, providing guidance and support to help you achieve your career goals
• Opportunities for advancement within the company, with a focus on promoting from within and recognizing outstanding performance

Work Environment and Company Culture

Our company culture is built on a foundation of innovation, collaboration, and customer-centricity. We value diversity, equity, and inclusion, and are committed to creating a work environment that is welcoming, inclusive, and supportive of all employees. As a remote team, we prioritize flexibility, autonomy, and work-life balance, recognizing that our employees are our greatest asset.

Benefits and Perks

• Flexibility to work from anywhere in the United States, with options for in-office, remote, or hybrid work arrangements
• Competitive compensation package, with a target base hourly rate of $19.00 to $21.00 USD, depending on location and experience
• Robust health and wellness benefits, including an annual wellness stipend and access to mental health resources
• 401(k) with up to a 4% match and immediate vesting, helping you plan for your future and achieve your long-term financial goals
• Flexible and generous paid time off (PTO) policy, allowing you to recharge and pursue your passions
• Employee Stock Purchase Program, providing an opportunity to invest in the company's future and share in our success
• Student Loan Repayment Program, helping you manage your debt and achieve financial stability

Conclusion

If you are a motivated and customer-focused individual, passionate about delivering exceptional experiences and driving success, we encourage you to apply for this exciting opportunity. As a Customer Service and Support Associate at EverCommerce, you will be part of a dynamic team that is shaping the future of service commerce. Join us in our mission to empower businesses and create seamless customer experiences. Apply now and take the first step towards an rewarding and challenging career with EverCommerce!