Customer Support Representative II (Monday-Friday 1 pm - 10 pm)
At KHI, we provide innovative software solutions and world-class support, connecting buyers and sellers in the aviation and marine government and commercial markets. We specialize in payment and credit management for Government to Business (G2B) companies across the globe, setting the stage for the future of omni-channel G2B payments by extending terms, handling invoicing and managing collections. We take care of our clients by taking care of their customers.
Every day, KHI employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. We believe that Employee Engagement is the key to our success.
This position requires the ability to support a team in providing innovative solutions to meeting or exceeding customer expectations. The individual must display a strong sense of urgency, and ownership when handling customer inquiries. This role will provide direct support to customers, as well as the entire Support team for their daily responsibilities.
Principal Duties and Responsibilities of Customer Support Representative II:
- Meets or exceeds all criteria and expectations of a CSR I.
- Subject Matter Expert and/or fluent in multiple programs/systems.
- Provide primary support for escalated inquiries from internal and external customers.
- Provides primary support to data entry and customer support representative’s team members which includes training and daily needs. Role model for CSR I e.g.: side car trainer exhibiting world class quality customer support standards. Mentor team by sharing skills, knowledge and expertise to improve performance, knowledge and abilities. Train team on new and existing processes and procedures.
- Primary contact to provide solutions for escalated/complex customer needs/complaints.
- Required to exceed the expectations for department metrics, program Service Level Agreements and department Service Level Standards.
- Illustrate initiative; proactively contact customers and merchants to address, identify and determine the root cause of issues (e.g.: rejections, disputes, authorizations, technical needs, potential account issues, etc.).
- Ability to act as a shift point of contact providing direction to the team while ensuring appropriate coverage is met.
- Serve as a leader for MSTS policies/procedures.
- Maintain existing process and procedure documentation to ensure documents are always current. Assist in creating documentation for new processes and procedures.
- Demonstrate professionalism: Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude, minimize conflict, encourage others.
- Help create a culture of excellence by exceeding expectations for metrics and SLAS; providing ongoing learning sessions and collaborating with team and Leadership.
- Request assistance from internal departments to address program challenges impacting clients, merchants and customers, including after hours on call issues and incident management.
- Lead change and influence team members to positively adapt to change.
- Proactively identify process enhancements that will improve department results and efficiencies.
- Conduct testing and QA of the system including escalating system defects ensuring resolution.
- Assist Leadership team in completing Support tasks for new program implementations.
Daily Tasks:
- All expectations consistently demonstrated in an accurate, comprehensive and timely manner.
- Answer external and internal inquires via phone, email, etc. (e.g.: data entry, reimbursement reconciliation, dispute resolution, transaction processing issues, process and procedure questions.)
- Prepare billings to be sent.
- Complete account and user updates.
- Send confirmation/approval communications.
- Complete account onboarding steps.
- Create and distribute applicable new launch announcements and welcome packets/letters/cards.
- Request assistance by internal departments to address applicable program issues impacting clients, merchants and customers.
- Schedule client, customer and merchant training sessions tailored to needs.
- Execute processing, billing and card embossing jobs for all applicable programs.
Required Experience, Skills and Abilities:
- Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
- Minimum two years of customer support experience with heavy inbound call volume.
- Work schedule flexibility.
- Strong ability to resolve challenging customer situations.
- Excellent listening skills.
- Coachable with ability to improve performance based on feedback.
- Proficient with Outlook, Word and Excel.
- Strong ability to work in a team and independent environment.
- Must be willing to share information, advice, and suggestions to help others to be more successful.
- Ability to consistently exceed expectations and prioritize tasks in an ever-changing environment.
- Effective problem identification skills solution oriented.
- Strong critical thinking and analytical skills.
- Professional written and verbal communication skills.
- High motivated and organized with exceptional attention to detail.
- Multiple languages a plus.
Why you will love working at KHI:
- Competitive salary
- Generous paid time off
- Medical, dental, vision, FSA, Life/AD&D, long and short-term disability
- 401K matching
- Casual environment and dress
- Employee referral program
At KHI we believe:
- in saying yes to unique and challenging requirements
- empowered team members are creative team members
- our products make the customer’s day just a little bit better
- work/life balance makes us all more effective
KHI is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.
Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contact Recruiting@trevipay.com to request an accommodation.
