At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.
Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
The Customer Concierge Associate II independently manages customer inquiries and resolutions for Premier programs with moderate complexity. This role expands ownership, judgment, and accountability while preparing the associate for full concierge-level responsibilities.
Key Responsibilities
Advanced Customer Support
- Serve as a primary point of contact for assigned Premier customer inquiries.
- Resolve account, invoice, payment, and dispute issues with minimal escalation.
- Drive strong First Contact Resolution by researching issues and taking ownership through resolution.
- Apply sound judgment and empathy when managing sensitive customer situations.
Proactive Engagement
- Conduct outbound customer outreach to confirm issue resolution and reinforce confidence.
- Review receivables and dispute statuses to identify risks and recommend next steps.
- Support program adoption and engagement through education and timely follow-ups.
Issue Ownership & Coordination
- Take ownership of issues from intake through resolution, coordinating with internal partners as needed.
- Communicate clearly with customers when follow-up or cross-functional support is required.
- Identify recurring issues and contribute insights for process improvements.
Operational & Data Excellence
- Maintain accurate documentation of customer interactions and outcomes.
- Read and interpret reports or dashboards related to customer experience and engagement.
- Use data to inform decisions and support root-cause analysis.
Success Measures
- Strong First Contact Ownership and resolution performance.
- Consistent achievement of quality and service metrics.
- Positive influence on customer satisfaction and engagement indicators.
- Demonstrated readiness for concierge-level ownership.
Qualifications
- 3–5 years of experience in Customer Support, Client Success, Operations, or Program Management.
- Bachelor’s degree preferred or equivalent experience.
Skills
- Strong analytical and problem-solving skills.
- Working knowledge of accounts receivable and dispute management concepts.
- Effective cross-functional communication skills.
- Proficiency in CRM/ERP systems and reporting tools.