Customer Support Advocate

Jonesboro, United States

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 andbill 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 ahigh level of accuracy, confidentiality, and customer service.

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 be foreclosing 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.

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.

• High school diploma or equivalent.
• Previous customer service, call center, retail,financial services, telecommunications, or related experience…