Customer Experience Specialist

TreviPay Inc.

Job Overview

Location

Overland Park, KS

Job Type

Full-time

Full Job Description

📋 Description

• Provide exceptional customer support to TreviPay’s customers, merchants, and clients via phone and email, ensuring timely, accurate, and professional interactions
• Serve as the primary point of contact for inquiries related to billing, invoices, payments, disputes, authorizations, and account issues
• Clearly explain complex payment and financial information to customers in a professional and easy-to-understand manner
• Meet or exceed department-specific metrics, service level agreements (SLAs), and service level standards (SLS) for response time, resolution rate, and customer satisfaction
• De-escalate challenging customer situations with professionalism and sound judgment, escalating issues to Tier 2, Tier 3, or leadership when necessary
• Accurately document all customer interactions, actions taken, and resolutions in CRM or case management systems
• Proactively reach out to customers or merchants to address issues such as payment rejections, disputes, or potential account concerns
• Collaborate with team members and leadership to identify recurring customer issues and contribute to process or documentation improvements
• Complete all required training modules and assigned learning objectives within established timelines
• Maintain high standards of accuracy and attention to detail when handling sensitive financial data and customer records
• Work effectively both independently and as part of a team in a structured, metric-driven environment
• Adapt to evolving customer needs and internal processes while adhering to established protocols and compliance standards
• Utilize Microsoft Outlook, Word, and Excel to manage communications, documentation, and data tracking
• Learn and efficiently use new CRM or case management systems as required for daily operations
• Accept and implement feedback constructively to enhance personal performance and team outcomes
• Support a collaborative, entrepreneurial workplace culture focused on delivering the best possible customer experience

🎯 Requirements

• Minimum of 2 years of customer support experience in a fast-paced environment with sustained inbound call volume
• Direct experience supporting billing, invoicing, payments, disputes, or account reconciliation
• Strong professional verbal and written communication skills
• Ability to independently resolve customer inquiries while following established processes and procedures
• Strong organizational skills with attention to detail and accuracy
• Proficient in Microsoft Outlook, Word, and Excel

🏖️ Benefits

• Opportunity to work in a supportive, collaborative, and entrepreneurial environment
• Structured, metric-driven role with clear performance expectations and growth potential
• Access to required training and professional development within established timelines
• Collaborative team culture focused on continuous improvement and customer excellence

Skills & Technologies

Onsite

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TreviPay Inc.

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About TreviPay Inc.

TreviPay Inc. is a B2B payments and trade-credit technology company headquartered in Overland Park, Kansas. It provides cloud-based invoice, credit and A/R automation services to manufacturers, distributors and marketplaces so they can extend net-term financing to their buyers. The platform handles buyer onboarding, real-time credit decisions, purchase-order matching, digital invoicing, reconciliation and collections, eliminating manual back-office processes. Founded in 1981 as Universal Financial, the company rebranded to TreviPay in 2019 and operates globally, processing billions in annual B2B transaction volume across North America, Europe and Asia-Pacific.

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