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- Full Time Regular
About the role
- 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.
- Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
- 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)
- Active Listening
- Authentic
- Change Agent
- Confidence
- Display Mindfulness
- Embrace Empathy
- Flexible
- Forward Thinking (Critical, Analytical, Creative)
- Helpful
- Highly Responsive
- Positive Attitude
- Positive Body Language
- Resourceful
- Team Mindset
- Tone of Voice
- Trustworthy
- Ingenuity: TreviPay was created through creative problem solving and seizing opportunities. This spirit continues to drive our business today.
- Empathy: TreviPay takes pride in the ability to actively listen to understand and support the distinct viewpoints of employees, customers and our communities across the globe to contribute positively to the diverse TreviPay network.
- Tenacity: Underpinning our efforts is a relentless commitment to our customers and their success. We give our employees the autonomy to make decisions, all for the collective success of ourbusiness and the business of our customers.
- Cultivate a Growth Mindset
- Encourage Entrepreneurial Spirit
- Experience a Culture of Empowerment
- Unite in a Team
- Have Fun
- Champion Diversity
- Align for Client Centricity
- Act with Integrity
Perks & benefits
- Paid Time Off
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