Customer and Merchant Advocacy Team (CMAT) Case Agent

📋 Description

• Case Resolution: Manage and resolve escalated cases in Salesforce.
• Decision-Making: Make prompt decisions that impact customer satisfaction.
• Stakeholder Collaboration: Liaise between customers and merchants to balance needs.
• Continuous Improvement: Identify trends to improve processes or product.
• Subject Matter Expertise: Serve as a knowledge resource for frontline agents.
• System Support: Help teammates when tech limitations block resolution.

🎯 Requirements

• Customer De-Escalation & Service Excellence: De-escalate interactions with empathy and professionalism.
• Communication & Interpersonal Skills: Strong written/verbal skills; build trust.
• Problem Solving & Critical Thinking: Analytical thinking and negotiation.
• Technical Proficiency: Salesforce or similar case management/CRM.
• Organizational & Mathematical Competence: Detail-oriented; basic math for reconciliation.
• Flexibility & Availability: Rotating schedule including some evenings/Saturdays.

🎁 Benefits

• Comprehensive medical, dental, and vision coverage
• 20 PTO days + 11 paid holidays
• 401(k) retirement with company matching
• Student Loan & Tuition Reimbursement
• Commuter assistance
• Parental leave (maternal + paternal)