Customer Support Representative

September 7

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TreviPay

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commercial underwriting • risk management • merchant and customer service • account and program management. Business-to-business trucking • retail billing and payment solutions.

501 - 1000

Description

• Must exemplify TreviPay Mission and Values. • Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs). • Skilled to de-escalate challenging customers, clients or merchants and provide exceptional customer Use sound judgement to route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership). • Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures. • Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation. • Welcome change and adapt positively to internal and external changes as well as driving change as needed. • Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage. • Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.) • Complete assigned learning before the due date while actively participating in learning sessions. • Perform other duties as assigned by leadership.

Requirements

• Minimum two years of customer support experience with heavy inbound call volume. • Motivated and enthusiastic with a desire to be in Customer Success. • Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders. • Ability to skillfully manage challenging customer situations. • Coachable with ability to improve performance based on feedback. • Proficient with Outlook, Word, and Excel. • Ability to work in a team and independent environment. • Ability to consistently meet expectations in an ever-changing environment. • Professional written and verbal communication skills. • Bilingual - Fluent Spanish & English (Written & Verbal)