Senior Client Experience Representative

tbkbank; Dallas (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

Paid Time Off

401k

Career growth opportunities

Job summary

Triumph Financial, Inc. in Dallas, TX seeks a Senior Client Experience Representative to deliver excellent phone, email and chat support to transportation factoring clients and internal teams.

You will lead by example, provide timely, accurate responses, and mentor others to uphold service standards. Candidates should have 3+ years in high-volume customer service, knowledge of freight/logistics preferred, bilingual Spanish a plus.

Qualifications

• 3+ years of high-volume customer service experience.
• Knowledge of freight, transportation or logistics preferred.
• Bilingual in Spanish a plus.

Responsibilities

• Provide primary phone, email, and chat support for client queues.
• Engage with clients to ensure fast, friendly, frictionless interactions.
• Coach and mentor team members by answering questions and sharing resources.
• Collaborate with management on process updates and needed resources.
• Conduct call reviews and provide feedback to improve client interactions.
• Meet or exceed SLA targets for response time, quality, and satisfaction.

Skills

Communication excellence

Phone etiquette

Multitasking in high-volume

Problem solving

Written and verbal communication

Team mentoring

Education

Higher education degree or equivalent customer service experience

Tools

CRM systems

Company portals/apps

Job description

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.

Essential Duties & 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 escalated 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

The successful candidate will possess high-volume customer service skills. Additionally, the ideal candidate should possess the following:

• 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

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. Add any travel or other physical requirements, as needed

Equal Employment Opportunity

Triumph Financial, Inc. and its subsidiaries, provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.

Benefits

• We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.