Customer Success / Retention Specialist

Join Triumph Business Capital!At Triumph Business Capital, we believe the strength of our commitment is reflected in product innovation and the strategic partnerships we've established. That's why we look for team members who work hard to make a difference in their workplace and community. Our goal is to make long-term improvements in everything and everyone we touch. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.

Position Summary: The customer Success/Retention Specialist is responsible for leading the day-to-day client retention efforts by strategizing to maximize the clients lifetime value. The CSS will accomplish these efforts by focusing on complaint resolution, and optimization of the termination process by coordaining with clients and appropriate departments. Leads the protocol for excellent customer service consistent with the business objectives of the company. Handles escalated items and provides unbiased feedback received from our customers, clients, and debtors to help determine best practices, identify root causes, to include technology, process, and procedures in a team environment.

Essential Duties and Responsibilities

• Provide outstanding customer service both internally and externally via written and verbal correspondence.
• Assist in escalated client phone calls and provide timely thoughtful responses to client feedback from surveys, calls, termination requests, or complaints.
• Ensure thoughtful, decisive responsiveness and timely resolution to clients.
• Participate in the customers experience to better identify and anticipate client needs and offer supplemental services provided by Triumph and other third parties.
• Maintain confidentiality of information.
• Adhere to Service Level Agreements (SLA) as defined per process.
• Coordinate with other departments and leaders to deliver timely resolution of each process (terminations, complaints, survey responses).

Termination and Contract Repricing Process

• Reduce client attrition, increase lifetime value, and improve client satisfaction.
• Identify opportunities to drive improvement.
• Provide subject matter expertise on all factoring agreement types and termination clauses to ensure adherence to terms and conditions.
• Research client account, contract terms, and current financial state to take decisive actions on termination requests.
• Proactive and responsive communications internally and externally with clients, factors, and other parties involved.
• Consistently maximize efforts to retain clients where applicable.
• Perform other duties as assigned, including special projects.

Escalation and Complaint Resolution Process

• Partner with Customer Experience (CX) and Marketing teams acting as primary internal point of contact for external complaints from social media, Better Business Bureau, and other agencies/platforms.
• Respond to and manage survey complaints and escalations.
• Perform other duties as assigned, including special projects.

• Bachelors Degree is strongly preferred. Four (4) years of experience in a customer service position of increased responsibility will be considered in lieu of a degree.
• Four (4) years of customer service experience are required.
• Knowledge of the freight, transportation, and/or logistics industry is preferred. Proven success in complaints, retention, client experience, or customer service.
• Salesforce experience preferred.

• Dedicated to meeting the expectations and requirements of internal and external customers.
• Effectively communicate with team members, debtors, clients, and the leadership team.
• Proven ability to navigate a dynamic process tasked with meeting aggressive client satisfaction.
• Strong communication skills (verbal and written).
• Focused on delivering results to achieve goals
• High integrity, values-based professional; demonstrated ability to balance work-life demands amid significant pressure and foster/nurture healthy, trusting, symbiotic relationships.
• Self-motivated, self-starter who thrives on working in a fast-paced environment while maintaining composure and delivering quality customer service.
• High level of professionalism, sound judgment, commitment, integrity, teamwork, and customer service.
• Ability to understand and follow written and verbal instructions and directions given by leadership.
• Intermediate-to-advanced skills in Outlook, Excel, and Word.

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We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on. Do it. Apply Today!