HaulPay - IC Support Representative

hace 1 semana

Torreón, México Remote Team Solutions A tiempo completo

                                                                                              IC Support Representative

  • Who we are:

Remote Team Solutions Focuses on Building Great Teams for Great Companies helping companies save more than 60% on employee wage and benefit costs while eliminating the time and resource burden of active employee management and reducing employee turnover rate.

  • Our client:

They are creative logistics experts and tech problem solvers, making the trucking and logistics industry more fair and accessible through transparent financing, payments and software.

  • Project:

The Carrier Onboarding Specialist performs multiple roles within the Customer Success department, as an onboarding specialist for new clients being onboarded to the platform and an Account Manager of assigned Accounts. Supporting the CS team in the escalation or de-escalation of client requests focused on client retention.

  • Responsibilities:

Acquire the technical knowledge to become a product expert on the HaulPay platform for carrier clients.

As an Onboarding Specialist & Account Manager for assigned accounts:

Build strong relationships with clients, their employees, and agents through regular follow-ups during and after the onboarding process.

Ensure successful onboarding so that clients can fully realize the potential and functionality of the HaulPay program.

Provide assistance to clients in all areas of the onboarding process.

Gather product feedback to help diagnose technical or onboarding issues.

Proactively monitor account activity to ensure retention and growth of client accounts.

Develop best practices to consistently increase active client accounts and foster growth.

Engage with clients proactively to ensure revenue retention and business expansion.

Handling Escalated Issues:

Address client requests, complaints, product bug reports, and feature requests raised by the Customer Service, Sales, or Operations teams.

Work to resolve client issues and de-escalate situations when necessary.

Document issues and the steps taken to address them.

Maintain a calm and consultative approach, aiming to retain the client's business and deliver a world-class experience.

Escalate matters to management when required.

Support for the Customer Success Team (including but not limited to):

Assist with the carrier invitation process.

Manage the email inbox and delegate support-related emails.

Ensure adequate coverage for inbound call centers during business hours.

Inspect and verify financial documents.


Requirements:

At least 1 year of experience in transportation background

Experience in customer service or sales in a client - facing role.

Attention to detail skills

Ability to multitask effectively

Experience with CRM

Fluently in English (Verbal & Written)

Tech Sevy

Tolerance to frustration

Empathetic and outgoing person

High capacity for learning and adaptation.

Experience with HubSpot, Slack or TMS (PLUS)


What we offer you:

Monday to Friday 7:00 am to 3:00 pm

American Holidays

Law benefits

Training

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