Customer Success Agent

Summary

Join Trax Retail as a fully remote Customer Success Agent, based in Central America or Mexico! This customer service-oriented role focuses on taking calls (85% of the workload) to assist representatives with app issues, payment questions, and other concerns. You will investigate and resolve disputes, grant extensions, communicate updates, and update account information. Success in this deadline-driven position requires strong communication, planning, and analytical skills, along with fluency in English and retail industry knowledge. You will collaborate with remote teams and work with our data team to ensure reportable data collection. The ideal candidate possesses at least two years of customer service experience and excellent written communication skills.

Requirements

• 2 years of customer service experience handling voice, chats, emails, or any other non-voice support channel
• A strong grasp of reading and writing in the English language utilizing a native vocabulary of North America is required
• Excellent written skills regarding software applications, mobile applications, user navigation, and versions of releases
• Attention to detail and excellent knowledge of documentation and structuring instructions
• Comfortable analyzing data, asking questions and seeking solutions
• Highly organized, ability to manage multiple priorities simultaneously
• Collaborative attitude in planning and working
• At least 1 year of tenure in each of your last 3 work experiences
• Availability to work evening and weekends is a MUST

Responsibilities

• Taking calls (85% of the work load is designated to taking calls) from representatives through different communication platforms
• Assisting the workforce with multiple issues and concerns including: App issues, payment questions, clarify scope of work for successful completion, investigate and resolve disputes, granting extensions for work completion, communicating updates from the field to the project teams, and updating account information
• Experience in working simultaneously with customer service using voice, sms, chat and email
• Responsible for comprehending project objectives and adapting to changing workflows to further aid in providing quick and clear guidance for the workforce, using internal tools
• Clearly and effectively communicate with all stakeholders
• Meet daily and weekly goals to aid in workforce satisfaction and time to complete
• Execute tasks as needed to help achieve Field Rep Success, leading to the client success - lead by doing!

Preferred Qualifications

• Proficient with MS Office, experience in Jira or other project management software, and/or experience with software to author/proof/edit software preferred
• A foundational understanding of retail, retail distribution, and/or retail merchandising

Benefits

• Full time positions with the potential for overtime
• 100% remote positions
• Competitive compensation package
• An inclusive, fast pace exciting environment culture offering accelerated professional growth
• 1-on-1 coaching with feedback sessions, mentorships, and leadership development programs
• Opportunities for cross-functional development