Customer Experience Specialist
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Job Location:
Overland Park, KS - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
The Customer Experience Specialist is responsible for delivering a high-quality customer experience by providing timely accurate and professional support to TreviPays customers merchants and clients. We value critical thinking skills aimed at providing the best customer experience possible for all that we support. This role requires strong attention to detail the ability to manage multiple customer inquiries and hands-on experience supporting billing invoicing payments and dispute-related issues via phone and email.
Principal Duties and Responsibilities
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
Required Experience Skills and Abilities
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
Preferred Qualifications
College degree preferred or equivalent professional experience
Experience supporting B2B customers or financial/fintech products
Bilingual in English and Spanish (written and verbal)
Required Experience:
IC
About Company
TreviPay’s B2B payments and A/R solutions optimize and manage the order-to-cash process, enhancing your business's performance and cash flow.
