Customer Support

• Support execution of the strategy and roadmap for authenticated and unauthenticated digital customer experiences across web and mobile applications
• Optimize account management, billing and payments, speed upgrades, value-added services, Wi-Fi management, digital support, and online self-service experiences
• Identify customer friction, performance gaps, conversion opportunities, and ways to improve customer effort and engagement
• Develop actionable digital experience requirements for go-to-market initiatives, business requests, enhancements, and optimization opportunities
• Translate customer needs, behavioral insights, and journey friction points into experience problems, requirements, and recommendations
• Partner with UX/UI teams to design intuitive, engaging, and accessible customer experiences
• Use Google Analytics, FullStory, and similar platforms to analyze customer behavior, journey friction, trends, and conversion opportunities
• Lead A/B and multivariate testing, personalization, segmentation, and offer optimization
• Develop hypotheses, establish success metrics, measure results, and scale improvements
• Monitor and improve KPIs including digital revenue, upgrade conversion, digital attach rate, ARPU growth, self-service utilization, task completion rate, customer effort, NPS, churn reduction, and digital support deflection
• Support KPI dashboards and data stories using Looker, Power BI, and similar tools
• Work in Agile development environments to translate business requirements into executable digital initiatives
• Partner with Product, Engineering, Analytics, IT, CRM, Marketing, and Customer Care teams
• Report to the Digital Base Management Lead
• Perform other duties as assigned

Digital Customer Experience Manager

• Provides product, system, sales process, and contract support to internal sales teams and/or external sales partners
• Provides product support for terminal, software, and value-add products, including feature functionality, live demonstrations, and system integration and development tools
• Assists sales staff in identifying the appropriate contract for new merchant relationships
• Researches and resolves compensation issues for internal and external sales staff
• Processes third-party certification requests and validates certified vendors on the platform
• Maintains internal websites with current information on card schemes and pricing
• Notifies sales teams of changes

Sales Support Representative

• Process customer orders efficiently and accurately
• Execute defined policies and procedures
• Advise customers of changes or impacts to their expectations
• Manage assigned customer orders in a fast-paced remote work environment
• Perform order entry and order confirmation
• Coordinate logistics
• Resolve invoice blocks
• Manage customer complaints
• Support month-end close
• Manage group mailbox
• Provide primary support for inbound phone calls
• Perform account management
• Perform other duties as assigned

Customer Service Representative

• Provide in-office client and advisor support to Wealth Advisors managing high-net-worth client portfolios
• Serve as the primary point of intake for many advisor and client requests
• Support workload management and triage/delegate operational requests to the centralized service team
• Prioritize relationship management activities within the Truist risk framework
• Support administrative fitness efforts through report review and timely book management data updates
• Schedule appointments, make follow-up telephone calls, and prepare and maintain client presentation and marketing materials
• Support Integrated Relationship Management activities and referral pathways
• Triage requests related to transfers, withdrawals, and account opening/maintenance
• Work with the centralized service team to ensure timely fulfillment of requests
• Support banking, credit, investments, trust, client onboarding, client servicing, and advisor support processes
• Escalate potential at-risk relationships to the advisor or regional managing director
• Serve as the on-site local contact for Wealth Support teammates and leadership
• Maintain relationships with supporting departments and advocate for Wealth clients
• Maintain client records and documentation; monitor transaction and client-data accuracy and timeliness
• Respond to client requests for information and assistance
• Assist advisors with administrative functions that support quality client interactions
• Provide responsive and professional service to Wealth clients
• Attend client events or meetings as needed with leadership approval
• Serve as a peer mentor for Wealth Support Specialist I teammates
• Participate in workstreams, committees, and councils as needed
• Support multiple advisors and client relationships in a fast-paced environment
• Provide specialty-specific support where applicable, including commercial-book servicing, treasury-services understanding, and identifying process or service-delivery gaps

Wealth Support Specialist II

• Assist residents in person or over the phone in a well-mannered and professional way
• Handle property issues and general property condition assessments while maintaining a positive resident experience
• Complete resident welcome calls and emails to support a seamless move-in experience
• Assist with processing Public Housing Agency applications and communicate with the Housing Authority
• Perform outbound delinquency calls for rent collections
• Assist with handling residents responsible for Home Owner Association violations
• Review and work through applicable task-list action items
• Provide high-level customer service in a fast-paced, high-volume environment

Customer Service Representative – Property Management

• Serve as a knowledgeable point of contact for assigned customers, accounts, sales partners, and internal stakeholders
• Respond to inquiries through phone, email, fax, internet, portals, CRM, and other channels
• Build customer relationships supporting retention, satisfaction, trust, and positive Net Promoter Score outcomes
• Educate customers on products, ordering options, warranty information, returns, account processes, and self-service tools
• Enter, review, and manage customer orders while verifying product, pricing, shipping, billing, account, and delivery information
• Monitor order status, backorders, delivery blocks, pricing exceptions, availability constraints, and allocation issues
• Own complex or escalated issues and coordinate timely resolution across internal teams
• Research discrepancies using SAP, CRM, order management tools, customer history, account records, delivery information, and invoice details
• Coordinate billing questions, credits, returns, complaints, remakes, deductions, delivery issues, product concerns, and service claims
• Support adoption of digital tools, self-service options, eShop ordering, portals, and automated order submission
• Identify opportunities for automation, AI, workflow, and process improvements
• Participate in process reviews, special projects, customer experience initiatives, and cross-functional improvement efforts
• Maintain documentation, case notes, account records, and reference materials
• Support training, onboarding, peer mentoring, queue monitoring, and best-practice adoption
• Perform other duties required to meet department, customer, and business goals

Customer Service Specialist

• Provide timely responses to customer inquiries by telephone and email in an inbound or outbound service center
• Process customer orders, bills and accounts, and applications for service, maintenance and termination
• Troubleshoot and resolve customer complaints using deescalation and customer service resolution tactics
• Support the Take 5 Oil Change Brand Field Operations Team through the Five9 phone system platform
• Open, maintain, and solve Customer Care tickets by recording issues and account information
• Manage large amounts of incoming emails and calls in a timely manner
• Resolve product or service problems and follow up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Leverage scripts for email and phone conversations to represent the company voice and tone
• Answer questions about damage claims and escalate them to the proper manager
• Prioritize tickets effectively
• Adapt to changes in policies or procedures
• Participate in customer service team meetings to develop new strategies

• Serve as the primary point of contact for patients calling about self-pay and out-of-pocket medical balances
• Deliver high-quality customer service
• Resolve financial accounts using approved guidelines
• Adhere to speed and accuracy metrics
• Understand payer contracts, rules and regulations
• Understand insurance eligibility requirements
• Understand insurance billing priority
• Review claim denials, rejections and underpayments
• Communicate issues and offer suggestions to Management for process improvements
• Understand and apply federal and state rules and regulations, including HIPAA, PCI Compliance regulations, and PII/PHI Security

Bilingual Spanish Customer Service – Insurance Billing/Self Pay

• Provide peer-based support using lived experience to build trust and support engagement in services
• Support outreach and engagement efforts to connect individuals to services and community resources
• Assist individuals in navigating services and accessing available supports
• Facilitate group activities, educational sessions, and community engagement opportunities
• Promote self-advocacy, independence, and active participation in services
• Connect individuals to resources and support participation in care transitions
• Promote recovery, independence, and successful community integration

Peer Support Specialist

• Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders.
• Communicate accurately and professionally through remote voice calls and emails with court personnel, attorneys, and other clients.
• Work in Skye, the in-house application, to process documents, add informative updates/notes, and perform data entry.
• Manage consistent incoming and outgoing phone calls to assist courts and customers.
• Relay updated information from courts to process servers and customers.
• Collaborate with team members to identify root causes and process inefficiencies.
• Navigate and understand court dockets, download court documents, and import them into the internal application.
• Perform other job-related duties as assigned.

Customer Support jobs in North Carolina

Digital Customer Experience Manager

Sales Support Representative

Customer Service Representative

Wealth Support Specialist II

Customer Service Representative – Property Management

Customer Service Specialist

Customer Service Representative

Bilingual Spanish Customer Service – Insurance Billing/Self Pay

Peer Support Specialist

Court Support Specialist