Customer and Merchant Advocacy Team (CMAT) Case Agent
On-siteRichmond, Virginia, United States
Job Summary
Manage and resolve escalated customer and merchant cases through Salesforce, exercising sound judgment to deliver timely outcomes that balance service excellence with business priorities. Act as an intermediary between stakeholders, crafting balanced solutions while identifying trends and pain points to drive continuous process and product improvements. Serve as a subject matter expert for frontline teams, guiding complex case resolutions and assisting with system limitations when necessary. Provide regular feedback to leadership on escalation reduction strategies and actionable insights. Requires rotating schedule including evenings and Saturdays, with in-person attendance at the Richmond, VA office.
Required Qualifications
- Proven ability to de-escalate challenging customer interactions with empathy and professionalism
- Exceptional customer service orientation, including strong phone etiquette and quality assurance awareness
- Confidence in decision-making and a proactive approach to delivering solutions that satisfy both customer and business needs
- Superior written and verbal communication skills, with the ability to explain complex topics clearly and respectfully
- Strong interpersonal and active listening skills, capable of building trust and rapport with diverse stakeholders
- Excellent critical thinking and problem-solving abilities, especially in high-pressure or ambiguous situations
- Skilled in negotiation and conflict resolution, with a balanced focus on outcomes and relationships
- Strong analytical skills with the ability to assess data and draw actionable insights
- Solid computer skills with hands-on experience in Salesforce or similar case management and CRM platforms
- Comfortable working with digital tools and adaptable to evolving technologies and systems
- Strong organizational skills with meticulous attention to detail
- Proficient in basic math skills, necessary for case analysis and customer account reconciliation
- Open availability, including the ability to work a rotating schedule with some evenings and Saturdays as required
- This position requires regular in-person attendance at our office location (Richmond, VA)
- Candidates must already be located within a commutable distance to this location
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