oMust exemplify TreviPay Mission and Values.

oMust meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).

oSkilled to de-escalate challenging customers, clients or merchants 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).

oServe 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.

oProvide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.

oWelcome change and adapt positively to internal and external changes as well as driving change as needed.

oDedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.

oIllustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).

oComplete assigned learning before the due date while actively participating in learning sessions.

oPerform other duties as assigned by leadership.

oMeet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.

oMinimum two years of customer support experience with heavy inbound call volume.

oMotivated and enthusiastic with a desire to be in Customer Success.

oOrganized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders.

oAbility to skillfully manage challenging customer situations.

oCoachable with ability to improve performance based on feedback.

oProficient with Outlook, Word, and Excel.

oAbility to work in a team and independent environment.

oAbility to consistently meet expectations in an ever-changing environment.

oProfessional written and verbal communication skills.

oDemonstrate 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.

oActive Listening         

oHelpful

oAuthentic        

oHighly Responsive

oChange Agent             

oPositive Attitude

oConfidence    

oPositive Body Language

oDisplay

oMindfulness  Resourceful

oEmbrace Empathy     

oTeam Mindset

oFlexible          

oTone of Voice

oForward Thinking (Critical, Analytical, Creative)   

oTrustworthy