Customer Support & Onboarding Specialist
Viably
- Cary, NC
- Permanent
- Full-time
- 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
- 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.
- 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