Customer Relationship Representative at Konecta responsible for promoting and selling products and services to clients. Engaging with customers through inbound calls and providing assistance in a client - oriented environment.
About the role
- Customer Experience Specialist at TreviPay delivering exceptional service to clients and merchants. First point of contact for inquiries and challenges, ensuring positive customer experience.
Responsibilities
- Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
- 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).
- 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.
- Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.
- Welcome change and adapt positively to internal and external changes as well as driving change as needed.
- Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
- Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
- Complete assigned learning before the due date while actively participating in learning sessions.
- Perform other duties as assigned by leadership.
Requirements
- Minimum two years of customer support experience with heavy inbound call volume.
- Motivated and enthusiastic with a desire to be in Customer Success.
- Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders.
- Ability to skillfully manage challenging customer situations.
- Coachable with ability to improve performance based on feedback.
- Proficient with Outlook, Word, and Excel.
- Ability to work in a team and independent environment.
- Ability to consistently meet expectations in an ever-changing environment.
- Professional written and verbal communication skills.
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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