Sales & Customer Service Representative - Onsite

Category:
Customer Service/Support

This position will be located on-site in Brownsville, Texas. As a Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

• Comprehensive health benefits including medical, vision, and dental.
• Mental health and well-being resources, Employment Assistance Programs, health and personal time off (HPT), and leave programs.
• Competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

• Deliver exceptional service to high-value customers by providing best-in-class service and solutions to grow relationships via phone and chat channels.
• Provide accurate information and assistance regarding credit card accounts, products, and services.
• Identify and resolve customer issues efficiently while adhering to company policies and procedures.
• Educate customers on the features and benefits of credit card and savings products and services.
• Proactively identify opportunities to enhance the customer experience and promote customer loyalty.
• Maintain accurate records of customer interactions and transactions in the company's systems.
• Meet or exceed goals for all performance metrics, including call/chat quality, productivity, and schedule adherence.
• Provide first call/chat resolution while following strict procedures that meet regulatory and compliance guidelines.

• Must be 18 years of age or older.
• 1+ year related customer service experience; preferred credit card customer service.
• Availability to work a flexible schedule, including evenings, weekends, and holidays.
• High School Diploma or equivalent.
• Ability to type at least 25 words per minute.
• Comfortable with desktop computer systems and general knowledge of Windows-based systems.
• Customer service and/or sales experience preferred.
• College degree preferred but not required.

• 2+ years of solid working knowledge of all Customer Service functions within a contact center.
• Demonstrated ability to understand and clearly explain complex concepts in a customer‑centric manner.
• Ability to de‑escalate customer issues and provide best-in‑class service.

• Process Excellence
  :
  Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration
  :
  Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication
  :
  Outstanding communication, listening, and analytical skills.
• Organizational Skills
  :
  Strong organizational and problem‑solving skills.
• Emotional Intelligence
  :
  Ability to prioritize tasks and work well under pressure while remaining focused.
• Open‑Mindedness
  :
  Open‑minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking
  :
  Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision‑making.
• Solution‑Oriented
  :
  Proactive approach to problem‑solving with a focus on creating a positive customer experience.

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.