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, 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).

o   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.

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 and merchants 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.

 

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.

 

o   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.

o   Active Listening         

o   Helpful

o   Authentic        

o   Highly Responsive

o   Change Agent             

o   Positive Attitude

o   Confidence    

o   Positive Body Language

o   Display

o   Mindfulness  Resourceful

o   Embrace Empathy     

o   Team Mindset

o   Flexible          

o   Tone of Voice

o   Forward Thinking (Critical, Analytical, Creative)   

o   Trustworthy