TreviPay

Customer Experience Supervisor

Posted 2 Days Ago

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Overland Park, KS, USA

Hybrid

Mid level

Fintech • Software • Financial Services

The Role

Lead and coach a call-center customer service team to deliver exceptional experiences. Oversee communications, set and monitor team metrics, handle escalations, drive process improvements, manage client relationships, develop training, and promote continuous improvement to meet service goals.

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.

This position requires an individual with a high level of organization skills in providing innovative solutions when supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The Customer Experience Supervisor is a seasoned leader working with internal teams along with external clients, merchants and customers to maximize program participation while excelling at professional communication, productivity, problem solving, team leadership, innovation and strategic initiatives. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization.

Principal Duties and Responsibilities:

· Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers

· Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes

· Oversee incoming and outgoing communications to ensure timely, accurate and professional responses

· Set, monitor and frequently review team goals and metrics

· Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns

· Recognize potential system defects and escalate internally when appropriate

· Handle escalated situations and act urgently when necessary

· Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation

· Manage client relationships by providing top level support

· Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example

· Performs other general duties as assigned

Required Experience, Skills and Abilities:

· Minimum of 4 years’ experience supervising Customer Service personnel in a call center environment

· Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship

· Excellent professional verbal and written communication skills

· Detailed oriented; strong organizational skills

· Strong critical thinking and analytical skills

· Independent decision making and delegation experience

· Advanced computer skills, especially in Microsoft Word & Excel

· Experience with Service Cloud is a plus

· Ability to identify the root cause of a problem and develop solutions to mitigate

· Interdepartmental and customer relationship skills

· Work schedule flexibility

· Multiple languages a plus

Why you will love working at TreviPay

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

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

TreviPay is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.

Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact [email protected] to request an accommodation.

Skills Required

Minimum of 4 years' experience supervising Customer Service personnel in a call center environment
Excellent interpersonal skills and ability to motivate the team
Excellent professional verbal and written communication skills
Detail oriented; strong organizational skills
Strong critical thinking and analytical skills
Independent decision making and delegation experience
Advanced computer skills, especially in Microsoft Word & Excel
Experience with Service Cloud
Ability to identify the root cause of a problem and develop solutions to mitigate
Interdepartmental and customer relationship skills
Work schedule flexibility
Multiple languages