Customer Support Advocate
NewBe an early applicantPosition Purpose
The Customer Support Advocate
is the voice of Payvantage for customers who need help. The goal is simple:
listen, understand, solve, and follow through.
The Customer Support Advocate serves as a primary point of contact for Payvantage customers, providing
knowledgeable, responsive, and solutions-focused support across multiple
communication channels. This position is responsible for assisting customers
with general account inquiries, payment and pay date changes, online portal and
bill pay assistance, phone/device repair inquiries, and other customer support
needs.
The ideal candidate is patient,
professional, resourceful, and genuinely committed to helping customers resolve
issues quickly and effectively. The Customer Support Advocate must be
comfortable communicating by phone, chat, SMS, and email while maintaining a
high level of accuracy, confidentiality, and customer service.
Essential Duties &
Responsibilities
Customer Support
- Respond to customer inquiries in a professional,
friendly, and timely manner.
- Serve as a knowledgeable resource for customers
regarding Payvantage products, services, accounts, and processes.
- Identify the customer's needs and provide accurate
information or appropriate solutions.
- Resolve routine customer concerns while recognizing
when an issue should be escalated.
- Maintain a positive and professional demeanor when
handling difficult, frustrated, or dissatisfied customers.
- Educate customers on available self-service resources
and account management tools.
Payment & Account Support
- Process customer requests for pay date changes in accordance with established policies and procedures.
- Assist customers with questions related to payments,
payment schedules, and account information.
- Provide support for online bill pay and payment
processing questions.
- Assist customers with accessing and navigating the
Payvantage online customer portal.
- Troubleshoot basic portal access and account-related
issues.
- Accurately document customer interactions, requests,
and account updates.
Phone & Device Support
- Respond to customer inquiries regarding phone/device
repairs, replacements, and related processes.
- Provide customers with information regarding repair
procedures, status updates, and next steps.
- Coordinate with internal departments or appropriate
third parties when additional assistance is required.
- Follow established procedures for documenting and
escalating device-related issues.
Multi-Channel Customer Support
- Respond to customer support requests received
through:
- Phone
- Live chat
- SMS/text messaging
- Email
- Other approved customer communication channels
- Monitor assigned communication queues and respond
within established service-level expectations.
- Maintain consistent and professional communication
regardless of the communication channel.
- Ensure customer questions are fully addressed before
closing the interaction whenever possible.
Documentation & Compliance
- Accurately document customer interactions and account
activity in Payvantage systems.
- Follow established policies, procedures, and quality
standards.
- Protect confidential customer and company information
at all times.
- Follow applicable privacy, security, payment
processing, and regulatory requirements.
- Escalate potential compliance concerns, account
discrepancies, or unusual customer activity to the appropriate department.
- Maintain accurate records and complete required
documentation.
Requirements
Performance Expectations
The Customer Support Advocate is
expected to:
- Provide exceptional customer service during
every interaction.
- Respond to customer inquiries accurately and within
established response-time expectations.
- Demonstrate strong attention to detail when
processing account and payment-related requests.
- Resolve customer issues efficiently and minimize
unnecessary transfers or escalations.
- Maintain high-quality documentation of customer
interactions.
- Demonstrate reliability, professionalism, teamwork,
and accountability.
- Consistently protect customer confidentiality and
sensitive information.
- Contribute to a positive and customer-focused team
environment.
Qualifications
Required
- High school diploma or equivalent.
- Previous customer service, call center, retail,
financial services, telecommunications, or related experience preferred.
- Strong verbal and written communication skills.
- Strong computer and technology skills.
- Ability to navigate multiple systems and applications
while assisting customers.
- Ability to manage multiple customer requests and
priorities in a fast-paced environment.
- Strong attention to detail and accuracy.
- Ability to remain calm and professional when dealing
with challenging situations.
Preferred
- Experience working in a financial services, fintech,
telecommunications, or payment-related environment.
- Experience providing customer support through chat,
SMS, and email.
- Experience with CRM, ticketing, customer account
management, or call center platforms.
- Bilingual English/Spanish communication skills are a
plus.
Core Competencies
- Customer Focus – Demonstrates genuine interest
in helping customers and resolving concerns.
- Communication – Communicates clearly,
professionally, and effectively across multiple channels.
- Problem Solving – Identifies the root of an
issue and determines the appropriate solution or escalation.
- Attention to Detail – Processes account and
payment information accurately.
- Technology Proficiency – Quickly learns and
navigates multiple systems and platforms.
- Accountability – Takes ownership of customer
issues and follows through to resolution.
- Adaptability – Adjusts effectively to changing
priorities, procedures, and customer needs.
- Teamwork – Collaborates effectively with
coworkers and other departments.
- Professionalism – Represents Payvantage
positively in every customer interaction.
Physical & Work Environment
This position is primarily
performed in an office/call-center environment and requires extended periods of
computer use, telephone communication, and interaction with customers through
digital communication platforms.
The employee may be required to
sit for extended periods, use a computer and telephone regularly, and maintain
productivity in a fast-paced customer support environment.
Equal Employment Opportunity
Payvantage is an equal opportunity
employer. Employment decisions are based on qualifications, merit, business
needs, and other legitimate factors without regard to legally protected
characteristics.
Benefits
Start earning $14.00–$17.00 per
hour, plus the opportunity to earn monthly performance bonuses on top of your
base pay. At Payvantage, we also offer a full benefits package including
health, dental, and vision insurance, employee discounts, flexible scheduling,
and paid time off-so you can feel supported both at work and beyond.
Payvantage is an Equal Opportunity
Employer.