Customer Concierge Associate I

The Customer Concierge Associate I provides foundational customer and operational support for Premier programs. This role focuses on learning TreviPay products, processes, and service standards while delivering consistent, high-quality support experiences.

Key Responsibilities

Customer Support & Service Delivery

- Respond to inbound customer emails and calls with professionalism, empathy, and accuracy.

- Support basic customer inquiries related to invoices, payments, account status, and disputes using documented procedures.

- Escalate complex or high-impact issues to senior team members with clear documentation and context.

- Ensure all customer interactions are accurately logged and documented.

Issue Support & Learning

- Assist in researching customer issues and gathering required information to support resolution.

- Learn First Contact Resolution (FCR) principles and support resolution efforts led by senior specialists.

- Follow established service standards to deliver a consistent and positive customer experience.

Operational Support

- Complete assigned operational tasks related to receivables, disputes, and payment processing.

- Review basic reports or dashboards to understand account activity and trends.

- Maintain attention to detail to ensure data accuracy and compliance.

Success Measures

- Timely and accurate handling of assigned customer inquiries.

- Demonstrated learning of TreviPay programs, tools, and processes.

- Consistent adherence to service quality standards.

- Positive customer feedback on professionalism and responsiveness.

Qualifications

- 1-3 years of experience in Customer Support, Operations, or a related role.

-Bachelor's Degree preferred or equivalent relevant experience

Skills

- Strong customer service mindset and communication skills.

- Willingness to learn financial and operational concepts.

- Basic problem-solving and analytical abilities.

- Ability to follow processes and work effectively within a team.