What are the responsibilities and job description for the Call Center Agent position at Triumph?
Join Triumph!
At Triumph, a member of the Triumph Financial portfolio of brands, we believe the strength of our commitment is reflected in product innovation and the strategic partnerships we've established. That's why we look for team members who work hard to make a difference in their workplace and community. Our goal is to make long-term improvements in everything and everyone we touch. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.
Position Summary
The Client Experience Representative (CXR) is to deliver an excellent customer experience via phone, email and chat supporting transportation factoring & payment platform clients The ideal candidate will have experience in client service and will actively demonstrate commitment to client education, retention and teamwork.
Essential Duties & Responsibilities
- Provide primary phone, email, and chat support for company inbound queues.
- Engage in meaningful conversations with clients to ensure every interaction is fast, friendly and frictionless.
- Ask appropriate questions and listen actively to identify areas for follow-up to better assist the client with their needs and resolve issues.
- Provide first-contact resolution when troubleshooting inquires.
- Holistically reviews client accounts, pending invoices and payments, A/R aging and interaction history.
- Assists clients in resolving holds, delays, rejections and disputes as well as other related transactions or statuses such as disputes, open credits, post verifications NOA’s and LOR’s.
- Train and support clients on how to use company web portals, processes, and other related systems according to best practices.
- Introduce carriers to the various options for payment methods, as well as other Triumph services and offerings.
- Assist carriers through new client onboarding process.
- Accountable for achieving quality of service scores, schedule adherence, and call and/or ticket management.
- Effectively communicates with team members, debtors, clients and management.
- Maintains confidentiality of client information.
- Performs other duties as assigned.
Experience & Education
The successful candidate will possess high-volume customer service skills. Additionally, the ideal candidate should possess the following:
- Higher education degree or equivalent customer service experience (1-2 years) in a high-volume, professional environment.
- Knowledge of freight, transportation, and/or logistics industry is preferred.
- Accounts payable experience a plus, but not required.
- Bilingual (Spanish) a plus.
Skills & Abilities Required
- Highly professional phone etiquette.
- Demonstrates commitment to problem solving and resolution.
- Must be able to multi-task in a high volume in an operation center.
- Ability to perform under deadline pressure.
- Ability to analyze issues independently.
- Excellent verbal and written communication skills.
- Ability to understand and follow written and verbal instructions and directions given by manager.
Work Environment
The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
- Ability to work in a confined area.
- Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.
- While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
- Specific vision abilities are required by this job due to computer work.
- Light to moderate lifting is required.
- Regular, predictable attendance is required.
- Add any travel or other physical requirements, as needed
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We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.
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