Account Coordinator

About Relay Payments

Relay Payments is building a modern digital payment network to revolutionize the trucking and logistics industries. Trusted by more than 400,000 drivers, 100,000 carriers, and 2,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot Company, Maverik, Schneider, Coyote Logistics, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. We are a proud sponsor of NASCAR and William Byron from Hendrick Motorsports for 2024. For more information about Relay, visit relaypayments.com.

About The Role

Serving as an ambassador for the Relay Payments brand, our Account Coordinators ensure excellent customer service standards, maintain high customer satisfaction, and leverage a superior attention to detail in documenting customer interaction and engagement in our system of record. Serving a dedicated book of business, the Relay Account Management team communicates via phone and email to assist with complaints, errors, account questions, payment processing, refunds, and other inquiries.

• Professionally answer inbound calls and emails from customers that require assistance with any of Relay’s product offerings.
• Follow-up with customers where further research or communication of resolution is required.
• Communicate feedback from customers to internal stakeholders to improve Relay’s product offerings.
• Review and record important/confidential customer information, such as payment info, address, phone numbers, etc.
• Work with team leadership to ensure effective customer service is being delivered.
• Maintain Salesforce records with accuracy, detail, and a sense of urgency.
• Utilize Jira, Slack, and Intercom to communicate with customers and internal team members. 

About You

• Preferably 1+ year of customer service, administrative, or account management experience
• Extensive verbal communication is required for customer interaction
• Excellent email and written communication skills are required for customer interaction
• Passion and willingness to learn + support newly launched product offerings
• Ability to develop relationships and work closely at all levels of an organization
• Spanish language skills a big plus

Our Core Values

• Invent the Future - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.
  
• Own the Work - Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.
  
• We’re in it Together - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.

Why Relay Payments

• This is a game-changing chance to join one of Atlanta’s best-funded, most well-positioned fintech start-ups.
• We are generously sharing equity in the company - everyone’s an owner!
• We invest in your future with our 401K match program and dedicated personal/professional development funds. 
• Do what’s best for your mental, physical and emotional health with our “Be Reasonable” PTO policy.
• We offer competitive benefits including medical, dental and vision insurance.
• And lots, lots more!

Relay Payments is an equal opportunity employer. At Relay Payments, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.