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Customer Experience Specialist
TreviPayCustomer Experience Specialist delivering professional support to TreviPay’s customers and merchants in a structured environment. Handling billing, invoicing, payments, and disputes with critical thinking skills.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
customer supportbillinginvoicingpaymentsdisputesaccount reconciliationCRM systemscase management systemsMicrosoft OutlookMicrosoft Excel
Soft Skills
verbal communicationwritten communicationorganizational skillsattention to detailcritical thinkingproblem-solvingempathyteam collaborationindependencewillingness to accept feedback
Certifications & Qualifications
college degree
Industry Keywords
B2B customersfinancial productsfintech productsservice level agreementsservice level standards
About the role
Key responsibilities & impact- Provide exceptional customer support on every interaction with customers, merchants, and clients via phone and email
- Serve as a primary point of contact for inquiries related to billing, invoices, payments, disputes, authorizations, and account issues
- Clearly explain payment and financial information to customers in a professional and easy to understand manner
- Meet or exceed department metrics, service level agreements (SLAs), and service level standards (SLS)
- Effectively de-escalate challenging customer situations and demonstrate sound judgment when escalating issues to Tier 2, Tier 3, or leadership
- Accurately document customer interactions, actions taken, and resolutions in CRM or case management systems
- Proactively contact customers or merchants to address issues such as rejections, disputes, or potential account concerns
- Collaborate with team members and leadership to identify trends and support process or documentation improvements
- Complete required training and assigned learning within established timelines
- Perform other duties as assigned by leadership
Requirements
What you’ll need- Minimum of 2 years of customer support experience in a fast-paced environment with sustained inbound call volume
- Direct experience supporting billing, invoicing, payments, disputes, or account reconciliation
- Strong professional verbal and written communication skills
- Ability to independently resolve customer inquiries while following established processes and procedures
- Strong organizational skills with attention to detail and accuracy
- Critical thinking skills and knowing when to implement creative solutions to provide the best experience possible to our customers/merchants and clients
- Ability to manage challenging customer situations with professionalism and empathy
- Comfortable working in a structured, performance driven environment with clear metrics
- Proficient in Microsoft Outlook, Word, and Excel
- Experience using CRM or case management systems, or the ability to learn new systems quickly
- Ability to work effectively both independently and as part of a team
- Open willingness to accept and implement feedback
- College degree preferred or equivalent professional experience
- Experience supporting B2B customers or financial/fintech products
- Bilingual in English and Spanish (written and verbal)
Benefits
Comp & perks- Competitive salary
- Paid parental leave
- Generous paid time off
- Medical, dental, vision, FSA, Life/AD&D, long and short term disability
- 401K matching
- Employee referral program