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Customer Support Specialist

2 months ago

Coppell, Texas, United States Triumph Financial Full time
Join Triumph

At Triumph, part of the Triumph Financial portfolio, we are committed to innovation and building strategic partnerships. We seek team members who strive to make a positive impact in their workplace and community. Our mission is to foster long-term enhancements in all our interactions. We pride ourselves on delivering outstanding customer service and are looking for dedicated professionals who are passionate about helping clients achieve their financial objectives.

Position Overview

The Client Experience Representative (CXR) is responsible for providing exceptional customer support through phone, email, and chat for clients utilizing our transportation factoring and payment platform. The ideal candidate will have a background in client service and demonstrate a strong commitment to client education, retention, and teamwork.

Key Responsibilities
  • Serve as the primary point of contact for inbound support via phone, email, and chat.
  • Engage clients in meaningful dialogues to ensure every interaction is efficient, friendly, and seamless.
  • Utilize effective questioning and active listening to identify follow-up needs and assist clients effectively.
  • Resolve inquiries on the first contact whenever possible.
  • Conduct comprehensive reviews of client accounts, pending invoices, payments, and interaction history.
  • Assist clients in navigating holds, delays, rejections, and disputes, along with related transactions.
  • Provide training and support to clients on using company web portals and processes in accordance with best practices.
  • Introduce clients to various payment methods and additional Triumph services.
  • Support carriers during the onboarding process for new clients.
  • Maintain accountability for quality service scores, adherence to schedules, and management of calls and tickets.
  • Communicate effectively with team members, clients, and management.
  • Ensure confidentiality of client information is upheld.
  • Perform other related duties as assigned.
Qualifications

The successful candidate will possess strong customer service skills in a high-volume environment. Additionally, the ideal candidate should have:
  • A higher education degree or equivalent experience (1-2 years) in a professional customer service setting.
  • Familiarity with the freight, transportation, or logistics sectors is preferred.
  • Experience in accounts payable is a plus, but not mandatory.
  • Bilingual proficiency (Spanish) is advantageous.
Required Skills & Abilities
  • Professional phone etiquette.
  • Commitment to problem-solving and resolution.
  • Able to multitask effectively in a busy operational environment.
  • Ability to perform under pressure and meet deadlines.
  • Strong analytical skills for independent issue resolution.
  • Excellent verbal and written communication capabilities.
  • Ability to follow instructions and directions from management.
Work Environment

The characteristics of the work environment may include:
  • Moderate noise levels typical of an office setting with computers and phones.
  • Ability to work in a confined space.
  • Extended periods of sitting at a computer terminal.
  • Regular requirements to stand, sit, talk, hear, and use hands for computer and phone operations.
  • Specific vision abilities required for computer work.
  • Light to moderate lifting may be necessary.
  • Regular and predictable attendance is essential.


Triumph Financial, Inc. and its subsidiaries are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, or veteran status in accordance with applicable laws.

We offer a comprehensive benefits package including Medical, Dental, Vision, Paid Time Off, 401k, and more.