TreviPay

Customer Support Representative II

TreviPay

full-time

Posted on:

Location Type: Hybrid

Location: Overland Park • United States

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About the role

  • Establish a working relationship with our customers by communicating via mail, telephone, or personally.
  • Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions.
  • Illustrate initiative; proactively contact customers and merchants to address issues.
  • Dedicated to actively engage in building rapport with internal and external parties.
  • May be asked to perform administrative tasks.
  • Route escalated requests and unresolved issues to the appropriate team members.
  • De-escalate challenging customers, clients or merchants and provide exceptional customer support.
  • Record customer interaction details, comments, and complaints within the CRM system.
  • Required to meet or exceed department metrics, program Service Level Agreements and department Service Level Standards.
  • Actively participate in learning sessions.
  • Provide insight and feedback for client quarterly business reviews and collaborate with team and leadership to create action plans.

Requirements

  • Minimum two years of customer support experience with heavy inbound call volume.
  • Work schedule flexibility.
  • Ability to skillfully manage challenging customer situations.
  • Excellent listening skills.
  • Coachable with ability to improve performance based on feedback.
  • Proficient with Outlook, Word and Excel.
  • Strong ability to work in a team and independent environment.
  • Ability to consistently meet expectations in an ever-changing environment.
  • Effective problem identification skills solution oriented.
  • Professional written and verbal communication skills.
  • Highly motivated and enthusiastic.
  • Multiple languages a plus.
Benefits
  • Competitive salary
  • Generous paid time off
  • Medical, dental, vision, FSA, Life/AD&D, long and short-term disability
  • 401K matching
  • Casual environment and dress
  • Employee referral program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support experienceproblem identification skillssolution orientedadministrative tasksinbound call volumemultiple languages
Soft Skills
excellent listening skillscoachableteamworkindependent workprofessional communicationhighly motivatedenthusiasticinitiativerapport buildingde-escalation skills