The Role
Provides bilingual Spanish-English customer and merchant support for B2B payment programs. Handles inbound inquiries, disputes, authorizations, rejections, technical needs, and account issues; de-escalates challenging situations, routes escalations, meets service metrics, and proactively contacts customers. Collaborates on process improvements, implementations, training, and documentation while maintaining professional communication and adapting to change.
Summary Generated by Built In
At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. TreviPay operates in 35 countries, with offices in Kansas, Mexico City, San Jose CR, Rijswijk NL, and Melbourne AU.
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. TreviPay operates in 35 countries, with offices in Kansas, Mexico City, San Jose CR, Rijswijk NL, and Melbourne AU.
Duties
- Must exemplify TreviPay Mission and Values.
- 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 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.
Skills
- 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.
- 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.
- Bilingual - Fluent Spanish & English (Written & Verbal)
Core Competencies
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.
Active Listening
Authentic
Change Agent
Confidence
Display Mindfulness
Embrace Empathy
Flexible
Forward Thinking (Critical, Analytical, Creative)
Helpful
Highly Responsive
Positive Attitude
Positive Body Language
Resourceful
Team Mindset
Tone of Voice
Trustworthy
Springing from the foundation of trust are our core values:
Ingenuity: TreviPay was created through creative problem solving and seizing opportunities. This spirit continues to drive our business today.
Empathy: TreviPay takes pride in the ability to actively listen to understand and support the distinct viewpoints of employees, customers and our communities across the globe to contribute positively to the diverse TreviPay network.
Tenacity: Underpinning our efforts is a relentless commitment to our customers and their success. We give our employees the autonomy to make decisions, all for the collective success of ourbusiness and the business of our customers.
Our values come from eight guiding principles:
Cultivate a Growth Mindset
Encourage Entrepreneurial Spirit
Experience a Culture of Empowerment
Unite in a Team
Have Fun
Champion Diversity
Align for Client Centricity
Act with Integrity
What is in it for me?
- Work in a friendly and caring company where teamwork is key
- Work with skilled people that are invested in your success and growth
- Remote working is the new normal with flexible work options and paid holidays
- Competitive salary with a comprehensive benefits package starting day one
- Work in a fun environment that promotes creative thinking and a positive attitude
- Career development opportunities
- An open-door policy which means your voice will always be heard
- A robust Employee Referral program
At TreviPay we believe:
- in saying yes to unique and challenging requirements
- empowered team members are creative team members
- our products make the customer’s day just a little bit better
- work/life balance makes us all more effective
Skills Required
- Minimum two years of customer support experience with heavy inbound call volume
- Fluent Spanish and English, written and verbal
- Proficiency with Outlook, Word, and Excel
- Professional written and verbal communication skills
- Ability to manage challenging customer situations
- Ability to work independently and in a team environment
- Ability to meet performance expectations in an evolving environment
- Organized and self-sufficient with moderate supervision
- Coachable and able to improve performance based on feedback
- Related customer support experience or equivalent combination of education and experience
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The Company
What We Do
At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.
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