What are the responsibilities and job description for the Customer Support Representative 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

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.

Skills

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)

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

Springing from the foundation of trust are our core values :

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.

Our values come from eight guiding principles :

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

What is in it for me?

Work in a friendly and caring company where teamwork is key

Work with skilled people that are invested in your success and growth

Remote working is the new normal with flexible work options and paid holidays

Competitive salary with a comprehensive benefits package starting day one

Work in a fun environment that promotes creative thinking and a positive attitude

Career development opportunities

An open-door policy which means your voice will always be heard

A robust 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

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