Program Success Associate chez Trevipay

Dutieso   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. Skillso   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. Core Competencieso   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   Helpfulo   Authentic         o   Highly Responsiveo   Change Agent              o   Positive Attitudeo   Confidence     o   Positive Body Languageo   Display o   Mindfulness  Resourcefulo   Embrace Empathy      o   Team Mindseto   Flexible           o   Tone of Voiceo   Forward Thinking (Critical, Analytical, Creative)    o   Trustworthy  

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