Senior Client Experience Representative

Triumph Financial, Inc.•Dallas, TX

4d•Onsite

About The Position

Join Triumph! At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That’s why we’re looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better. Position Summary: The primary function of the Senior Client Experience Representative (Sr CXR) is to deliver a 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. include timely support of customers as well as acting as subject-matter-experts for other internal team members.

Requirements

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.

Nice To Haves

Knowledge of freight, transportation, and/or logistics industry is preferred.
Accounts payable experience a plus, but not required.
Bilingual (Spanish) a plus.

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.