Full-Time Program Success Associate

Program Success Associate at TreviPay

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.

Responsibilities:

1. Exemplify TreviPay Mission and Values.
2. Meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
3. De-escalate challenging customers, clients, or merchants, providing exceptional customer support.
4. Route escalated requests and unresolved issues to appropriate team members.
5. Serve as primary contact, providing timely, accurate, and comprehensive responses to common questions and issues.
6. Provide feedback and assistance to improve processes, procedures, new implementations, and training/documentation.
7. Adapt positively to internal and external changes.
8. Build rapport with internal and external parties to enhance customer experience and drive program usage.
9. Proactively contact customers and merchants to address issues (rejections, disputes, authorizations, technical needs, etc.).
10. Complete assigned learning and actively participate in learning sessions.
11. Perform other duties as assigned.

Skills:

• Related customer support experience or equivalent education/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.
• Communicate summary of completed tasks to leaders.
• Manage challenging customer situations.
• Improve performance based on feedback.
• Proficient with Outlook, Word, and Excel.
• Teamwork and independent work abilities.
• Consistently meet expectations in a changing environment.
• Professional written and verbal communication skills.

Core Competencies:

• Professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate a positive attitude, minimize conflict, and encourage others.
• Active Listening
• Helpful
• Authentic
• Highly Responsive
• Change Agent
• Positive Attitude
• Confidence
• Positive Body Language
• Mindfulness
• Resourceful
• Embrace Empathy
• Team Mindset
• Flexible
• Forward Thinking
• Trustworthy

What's in it for you?:

• Friendly and caring company with teamwork as a key value
• Skilled and invested colleagues to promote success and growth
• Flexible work options and paid holidays
• Competitive salary with comprehensive benefits
• Fun environment promoting creative thinking
• Career development opportunities
• Open-door policy for voice to be heard
• Robust Employee Referral program

TreviPay's Beliefs:

• Embracing unique and challenging requirements
• Empowered team members are creative team members
• Delivering products that make the customer's day better
• Maintaining work/life balance for more effective work

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