What are the responsibilities and job description for the Customer Support Representative II position at TreviPay?
At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
Duties
o Must exemplify TreviPay Mission and Values.
o Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
o Skilled to de-escalate challenging customers, companies or partners and provide exceptional customer support. Use sound judgement to route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership).
o Serve as a primary contact to customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes, and procedures.
o Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.
o Welcome change and adapt positively to internal and external changes as well as driving change as needed.
o Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
o Illustrate initiative by proactively contacting customers, courts and attorneys to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
o Complete assigned learning before the due date while actively participating in learning sessions.
o Perform other duties as assigned by leadership.
Skills
o Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
o Minimum two years of customer support experience with heavy inbound call volume.
o Motivated and enthusiastic with a desire to be in Customer Success.
o Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders.
o Ability to skillfully manage challenging customer situations.
o Coachable with ability to improve performance based on feedback.
o Proficient with Outlook, Word, and Excel.
o Ability to work in a team and independent environment.
o Ability to consistently meet expectations in an ever-changing environment.
o Professional written and verbal communication skills.
Core Competencies
Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict,encourage others.
The following includes actions and conscious inactions that team members, individually and within the group, are expected to display in all interactions.
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
Our Purpose We help business grow.
Our Vision To bring innovation and payment expertise to every business in the world.
Our Mission To make B2B payments easier, faster, and smarter.
Our Values
Entrepreneurial Spirit – We believe in taking extreme ownership of projects, tasks, and solutions. We have a history of innovation and value creative thinking that helps our business partners win. We always figure out a way.
Teamwork – We are first and foremost great teammates, we share responsibility, contribute fully, and work together to achieving our shared goals. We treat each other with respect and value diverse points of view. We are proud of our teammates, our company, and the value we bring to our business partners.
Empowerment – We believe every team member should have the autonomy and accountability to own their work, be creative, and thrive. We minimize hierarchy and maximize involvement.
Growth Mindset – We believe in constant improvement and are open to new ways of thinking. Each of us treats our jobs like a craft we are striving to master.
\nWhy you will love working at TreviPay
· Competitive salary
· Paid parental leave
· Generous paid time off
· Medical, dental, vision, FSA, Life/AD&D, long and short term disability
· 401K matching
· Employee referral program
At TreviPay we believe:
· in saying yes to unique and challenging requirements
· empowered team members are creative team members
· our products make the customer’s day just a little bit better
· work/life balance makes us all more effective
TreviPay is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.
Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact Recruiting@trevipay.com to request an accommodation.
