Senior Client Experience Representative
On-siteDallas, Texas, United States
Job Summary
Provide primary phone, email, and chat support for inbound queues to transportation factoring and payment platform clients. Engage in meaningful conversations to ensure interactions are fast, friendly, and frictionless while identifying follow-up needs. Coach internal and external team members by answering questions, providing feedback, and sharing resources based on current processes. Host call reviews to deliver live observations and feedback for agent improvement. Collaborate with management on updates to department processes, systems, and resources. Train clients on web portals and applications while introducing them to various payment options and Triumph services. Accountable for meeting or exceeding Service Level Agreements including Answer Rates, Quality of Service Scores, and Client Satisfaction Scores.
Required Qualifications
- Higher education degree or equivalent customer service experience (3+ years) in a high-volume, professional environment
- Highly professional phone etiquette
- Demonstrates commitment to problem solving and resolution
- Must be able to multi-task in a high volume in an operation center
- Ability to perform under deadline pressure
- Ability to analyze issues independently
- Excellent verbal and written communication skills
- Ability to understand and follow written and verbal instructions and directions given by manager
- Ability to sit at a computer terminal for an extended period of time
- Light to moderate lifting
Desired Qualifications
- Knowledge of freight, transportation, and/or logistics industry
- Accounts payable experience
- Bilingual (Spanish)
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