Senior Client Experience Representative

Position Summary

The primary function of the Senior Client Experience Representative (Sr CXR) is to deliver excellent customer experience via phone, email and chat support to transportation factoring & payment platform clients and internal team members. As a Senior CXR, you lead by example by providing excellence in customer service, including timely support of customers as well as acting as subject-matter-experts for other internal team members.

Responsibilities

• Provide primary phone, email, and chat support for company inbound queues.
• Engage in meaningful conversations with clients to ensure every interaction is fast, friendly and frictionless.
• Coach/Mentor (Internal & External Outsourced team members) by answering chat questions, giving feedback, suggestions, and sharing resources based on current department processes.
• Collaborate and provide recommendations to management for necessary updates in department processes, systems and/or resources.
• Host call reviews which include feedback and suggestions for improvements and live call observations that allow agents to get hands-on experience of our client interactions.
• Ask appropriate questions and listen actively to identify areas for follow-up to better assist the client with their needs and resolve issues.
• Accountable for meeting or exceeding Service Level Agreements (SLA's) including but not limited to: Answer Rates, Quality of Service Scores, and Client Satisfaction Scores.
• Efficiently communicate and escalate contacts to appropriate team or employee when applicable.
• Train and support clients on company web portals/applications and other related systems according to best practices.
• Introduce carriers to the various options for payment methods, as well as other Triumph services and offerings.
• Performs other duties as assigned.

Experience & Education

• Higher education degree or equivalent customer service experience (3+ years) in a high-volume, professional environment.
• Knowledge of freight, transportation, and/or logistics industry is preferred.
• Accounts payable experience a plus, but not required.
• Bilingual (Spanish) a plus.

Skills & Abilities Required

• 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.

Work Environment

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.
• Occasional stooping or kneeling may be necessary.
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
• Specific vision abilities are required by this job due to computer work.
• Light to moderate lifting is required.
• Regular, predictable attendance is required.

Benefits

• Medical
• Dental
• Vision
• Paid Time Off
• 401k