Customer Support Specialist III

3 weeks ago

Greensboro, North Carolina, United States PartnerHero Full time

About the Role

We are seeking a skilled Customer Support Specialist III to join our team at PartnerHero. As a key member of our support team, you will be responsible for providing exceptional customer service to our clients, resolving issues, and ensuring a positive experience for our customers.

Key Responsibilities

  • Communicate effectively with clients to understand their needs and provide solutions
  • Build strong relationships with clients to maintain and grow our business
  • Collaborate with internal teams to ensure seamless customer support
  • Resolve customer complaints and track processes to meet client expectations
  • Act as a client representative to ensure their demands are met, focusing on improving the customer experience
  • Collect and analyze data on customer behavior to understand changing needs
  • Respond to account owner inquiries and provide accurate, satisfactory answers
  • Follow policies, procedures, and escalation and transfer workflow to ensure a smooth experience
  • De-escalate situations involving dissatisfied account owners, offering assistance and support
  • Document and report on client feedback and insights to improve our partner's product and customer experience
  • Guide account owners and users through platform troubleshooting, navigating the partner's site, community, knowledge base, or ancillary tools and resources
  • Maintain essential program knowledge critical for our partner and their clients
  • Occasionally work additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
  • Perform project duties and tasks within your skill and expertise level as assigned by program management
  • Flex between program duties and provide ad-hoc support for program-specific projects, products, and queues
  • Intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers
  • Consistently achieve and maintain the minimum program performance by meeting all (5) key performance indicators and metrics within the program
  • Adhere to assigned schedule compliance and occasionally work additional hours or participate in shift realignment to accommodate program-related needs
  • Assist customers with booking travel arrangements using our partner's travel platform and instance
  • Negotiate contract renewal and upsell subscriptions to customers
  • Act as a liaison between the customer and effectively communicate with internal, cross-functional departments
  • Attend meetings with the customer (on time, preparation, professional)

What We Expect

  • Possess a passion for SaaS product support and its role in making a customer-centric team successful
  • Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
  • Skilled at explaining factors associated with rules and procedures for electronic funds transfers (EFTs), and providing guidelines for users of electronic debit cards
  • Confident and collaborative communicator with contact center and telephony support experience
  • Heavy reliability in people skills and proficiency in problem-solving
  • Ability to maintain composure and focus under pressure
  • Strong understanding of service level expectations without compromising the customer experience
  • Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience preferred
  • Infectious ambition, positivity, engagement, and the desire to provide support to software users within the financial space and industry
  • 2+ years of experience working in a contact center environment
  • Experience supporting software as a service, particularly those involving financial acumen, regulatory compliance, or Regulation E
  • Previous work experience at a startup or new business venture where team size is limited and may grow over time
  • Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
  • Helping others in times of need comes as second nature

What We Offer

  • Full-time employment
  • Competitive compensation based on experience
  • A dedicated wellness program, including support from an in-house psychologist
  • Attractive benefits package including medical, dental, and vision options based on location
  • Access to free posture-based fitness workouts from home
  • Paid Sabbatical Leave
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Our Culture

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

  • Care for others - Cooperate, empathize, and seek opportunities to put each other first.
  • Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
  • Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
  • Take ownership - Doing the right thing should come naturally.
  • Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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