Customer Support

2 weeks ago

Cary, United States Viably Full time
Job DescriptionJob Description

At Viably, we are focused on building an all-in-one financial management solution for eCommerce sellers, including digital banking services, funding for working capital, and tools to help them scale their business. Our mission is simple: help ecommerce entrepreneurs grow their businesses. 

We are dedicated to the success of our customers by delivering an exceptional experience from the first blog post they read, through their next round of funding. Trust, teamwork, focusing on delivery, and doing the job right is at the core of everything we do. Viably is led by an experienced team that has built and scaled businesses while creating successful outcomes for employees, customers, and investors.

Are you ready for a fast-paced environment in the FinTech space and want to truly make a difference in the lives of your customers? Come join us

Are you a "people person" who loves delivering outstanding customer service? We are currently seeking an entry level Customer Support & Onboarding Specialist to 

  • Handle the onboarding of our customers, making sure they have the best experience and they are setup for success
  • Provide customer support and help customers resolve issues with our service
  • Handle the collections of past due customer accounts  
  • Facilitate processes and workflows while ensuring compliance with all applicable regulations and policies  
  • Be part of the team that has the ultimate responsibility for customer success
  • Maintain records or systems crucial for business operations
  • Answer customer inquiries and resolve issues

Requirements:  

  • Provide customer support to our new and existing customers
  • Answer incoming phone calls, chats, and emails from customers, providing information about products, and onboarding new customers 
  • Resolve any customer issues regarding their account, funding, and payments
  • Assist with miscellaneous projects and tasks within Customer Support, supporting company goals and teammates
  • Reach out to customers for the purpose of collecting Accounts Receivables, communicating with customers on the phone, chat, and via email while maintaining positive client relationships
  • Work with multiple internal business software to monitor and update customer accounts
  • Service accounts, fulfill requests, and address issues 
  • Determine target needs and provide resolution while maintaining a high standard of service.
  • Identify appropriate course of action for more complex issues or disputes 
  • Pursue payment of past due balances, including the identification and notification of disputes 
  • Elevate issues resulting in non-payment to leadership teams 
  • Interact with other departments as necessary to develop solutions to problem accounts and situations 
  • Ensure delinquencies do not exceed established targets
  • Identify and communicate process inefficiencies, offer recommendations for process improvements. 

Qualifications:

  • Bachelor’s degree in Accounting, Finance, or Business Administration  
  • Experience in customer support and/or collections
  • Experience working in a tech-savvy environment and with a start-up company
  • Ability to meet goals and objectives working remotely
  • Strong interpersonal skills and a team player capable of working independently
  • Professional and pleasant telephone manner
  • Customer service attitude and eagerness to help customers
  • Enjoys dealing with people and resolving problems
  • Discretion and the ability to maintain confidentiality 
  • Demonstrated ability to provide consistently high levels of client service  
  • Ability to maintain a high degree of accuracy with a laser focus on attention to detail 
  • Ability to manage multiple, often shifting priorities, and deliver results in a deadline-driven environment 
  • Ability to effectively communicate both verbally and in writing
  • If located in Cary, NC we offer a hybrid work environment, outside of the RDU area, we are fully remote

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