Job Description

Job title: Customer Care Rep 1

Reports to: Customer Care Supervisor

Department: Customer Care

Location: Alpharetta, GA

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.

What Success Looks Like:

Success for a Customer Care Representative (CCR) is defined by how effectively they support customers, resolve issues, and contribute to a positive brand experience. It blends technical skills, empathy, and consistency.

• 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.

Candidate Requirements:

• 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.
• Treats people with respect; works with integrity and ethically.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $20/hr-$21/hr
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.