Posted by Connie Howard, SVP of Sales for PaySimple

Recently, after wanting to learn more about how our Customer Care Associates spend their time, I decided the best way to do this was to experience the job first-hand. And so I assumed the role of a Customer Care rep, answering the phones and problem solving customer questions.

My first reaction was “this job is hard!” It is more complicated and has more moving parts than one might expect. It requires a problem-solving train of thought, good listening skills, the ability to smoothly multi-task, and the temperament to remain upbeat and personable—no matter what is coming at you. Since one component of PaySimple’s service is to help our merchants maneuver between multiple vendors and payment processors, our Care reps must also be able to research questions across several different platforms and CRM tools. It is not a job for the faint of heart.

Next, I realized that the degree to which the decisions made and processes created in the company come home to roost in our Care department-–in mostly good, but sometimes unexpected ways.

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