Customer Support Representative II (Monday - Friday 9am - 6pm) at TreviPay – Overland Park, Kansas

Principal Duties and Responsibilities for Customer Support Representative I

• Establish a working relationship with our customers by communicating via mail, telephone, or personally with customer or company employee by performing the following duties.
• 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.
• Illustrate initiative; proactively contact customers and merchants to address issues (e.g: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
• Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
• May be asked to perform administrative tasks.
• Route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership).
• 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 from feedback received from client to improve program satisfaction.
• Provide feedback and collaborate with other team members to improve training and documentation for processes and procedures.
• Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, bepunctual, demonstrate positive attitude.
• Contribute to a culture of excellence by adhering to expectations for metrics and SLAs, participating in ongoing learning sessions and collaborating regularly with the team.
• Participate in skip level meetings with Leadership to provide team, personal and program feedback; system program and role recommendations for improvements; requests for resources/tools for role, program, and system; effectively communicate needs from Leadership.
• Accept the need for change and adapt positively to internal and external changes.
• Provide feedback and assistance for processes and procedures for new program implementations.

Daily Tasks

• All expectations consistently demonstrated in an accurate, comprehensive and timely manner.
• Answer external and internal inquires via phone, email, etc (including, but not limited to: basic data entry, reimbursement reconciliation, dispute resolution, transaction processing issues, process and procedure questions.)
• Prepare billings to be sent.
• Complete account and user updates.
• Send confirmation/approval communications.
• Complete account onboarding steps.
• Create and distribute applicable new launch announcements and welcome packets/letters/cards.
• Request assistance by internal departments to address applicable program issues impacting clients, merchants and customers.

Required Experience, Skills and Abilities:

• Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
• 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.