Program Success Associate

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.

As a Program Success Associate, you'll be the trusted point of contact for customers, merchants, and clients—delivering exceptional support, resolving complex issues, and helping drive program success through every interaction.
 
Duties
o   Must exemplify TreviPay Mission and Values.
o   Must meet or exceed department metrics, program Service Level Agreements (SLAs) and department Service Level Standards (SLSs).
o   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).
o   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.
o   Provide feedback and assistance to collaborate with other team members or leadership to improve processes, procedures, new implementations and subsequent training and documentation.
o   Welcome change and adapt positively to internal and external changes as well as driving change as needed.
o   Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
o   Illustrate initiative by proactively contacting customers and merchants to address issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
o   Complete assigned learning before the due date while actively participating in learning sessions.
o   Perform other duties as assigned by leadership.
 
Skills
o   Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
o   Minimum two years of customer support experience with heavy inbound call volume.
o   Motivated and enthusiastic with a desire to be in Customer Success.
o   Organized and self-sufficient with moderate supervision needed and the ability to communicate summary of completed tasks to leaders.
o   Ability to skillfully manage challenging customer situations.
o   Coachable with ability to improve performance based on feedback.
o   Proficient with Outlook, Word, and Excel.
o   Ability to work in a team and independent environment.
o   Ability to consistently meet expectations in an ever-changing environment.
o   Professional written and verbal communication skills.
 
The shift for this role will be M-F from 10AM Central Time - 7PM Central Time
 
Core Competencies
o   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.
o   Active Listening         
o   Helpful
o   Authentic        
o   Highly Responsive
o   Change Agent             
o   Positive Attitude
o   Confidence    
o   Positive Body Language
o   Display
o   Mindfulness  Resourceful
o   Embrace Empathy     
o   Team Mindset
o   Flexible          
o   Tone of Voice
o   Forward Thinking (Critical, Analytical, Creative)   
o   Trustworthy

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