Remote Customer Support Specialist III

Summary

Join a dynamic team at PartnerHero as a specialist supporting one of their largest partners' fintech applications and platforms. The ideal candidate will demonstrate exceptional customer service skills, adapt quickly to incoming inquiries, and embody the company's commitment to delivering best-in-class account management.

Responsibilities

• Communicating with clients to ensure that all of their needs are understood and addressed
• Building strong client relationships to maintain old business and acquire new customers
• Collaborating with various internal departments to ensure that they fulfill all customer requests
• Resolving complaints and keeping track of all processes that pertain to the client’s desires
• Acting as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
• Collecting and analyzing data concerning consumer behavior to understand changing needs
• Responding to account owner inquiries and providing accurate, satisfactory answers to their inquiries and concerns
• Appropriately following policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempting to de-escalate situations involving dissatisfied account owners, offering assistance and support
• Documenting and reporting on client feedback and insights to improve our partner’s product and customer experience
• Guiding account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintaining essential program knowledge that is critical for our partner and their clients
• Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
• Performing project duties and tasks that are within your skill and expertise level as assigned by program management
• Flexing between program duties and providing ad hoc support for program-specific projects, products, and queues
• Intercepting incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Consistently achieving and maintaining the minimum program performance by meeting all (5) key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
• Adhering to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• Assisting customers with booking travel arrangements using our partner’s travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangements
• Negotiating contract renewal, upselling subscriptions to the customer
• Acting as a liaison between the customer and effectively communicating with internal, cross-functional departments
• Attending meetings with the customer (on time, preparation, professional)