Program Success Associate

hace 12 horas

San José, Costa Rica Trevipay A tiempo completo

At TreviPay, we help clients grow by streamlining B2B payments through a combination of innovative technology, service expertise, and working capital to improve their customer's experience and free up funding for growth.
We facilitate $6 billion in transactions per year in 18 currencies for customers in more than 27 countries.
We specialize in payment and credit management for B2B companies across the globe, setting the stage for the future of omni-channel B2B payments by extending terms, handling invoicing and managing collections.
We take care of our clients by taking care of their customers.
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
**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 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.
**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.
**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

Helpful
Authentic

Highly Responsive
Change Agent

Positive Attitude
Confidence Positive

Body Language
Display Mindfulness

Resourceful
Embrace Empathy

Team Mindset
Flexible

Tone of Voice
Forward Thinking (Critical, Analytical, Creative)

Trustworthy

**Our Purpose** We help business grow.
**Our Vision** To bring innovation and payment expertise to every business in the world.
**Our Mission** To make B2B payments easier, faster, and smarter.
**Our Values**:

- Entrepreneurial Spirit_ - We believe in taking extreme ownership of projects, tasks, and solutions.
We have a history of innovation and value creative thinking that helps our business partners win.
We always figure out a way.
- Teamwork_ - We are first and foremost great teammates, we share responsibility, contribute fully, and work together to achieving our shared goals.
We treat each other with respect and value diverse points of view.
We are proud of our teammates, our company, and the value we bring to our business partners.
- Empowerment_ - We believe every team member should have the autonomy and accountability to own their work, be creative, and thrive.
We minimize hierarchy and maximize involvement.
- Growth Mindset_ - We believe in constant improvement and are open to new ways of thinking.
Each of us treat our jobs like a craft we are striving to master.
- Having Fun_ - We believe having fun at work builds stronger relationships and a positive culture.
Why you will love working at TreviPay
- Competitive salary
- Generous paid time off
- Company-Paid Medical, Dental, Disability and Life Insurance
- Casual environment and dress
- Employee r

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