Customer Care Advisor – Premium Care
| Company | BILL |
|---|---|
| Location | San Jose, CA, USA, Draper, UT, USA |
| Salary | $22.55 – $31.49 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- High School Diploma or GED
- 4 years in a complex service environment including financial services, healthcare, insurance, etc.
- 3 years managing escalated customer concerns
- Customer orientation demonstrated through the ability to employ empathy and active listening effectively
- Strong technical aptitude and troubleshooting skills including Google Suite, Salesforce and call center telephony systems
- Strong math and logic skills including basic algebra
- Strong attention to detail, organization and the ability to multitask
- Strong verbal and written communication skills including college level English proficiency
- Ability to exercise sound judgment in all situations
- Passion for fostering customer relationships and upsell conversations
- Ability to thrive in a fast-paced, high-pressured changing environment
- Ability to assist customer via phone, chat, video, SMS, in-person and/or email
Responsibilities
- Provide a consultative service experience through handling inbound and outbound customer contacts via chat, voice, video and email with a priority on first-contact resolution and future issue avoidance for our most strategic direct customers
- Demonstrate expertise in a single product line and enhanced understanding of all product lines by maintaining up-to-date knowledge and certifications regarding product features, releases and capabilities
- Influence BILL culture across the CARE team including contributing to and participation in culture building programs and activities and consistently reflecting BILL values
- Approach each customer interaction with empathy and through effective active listening skills
- Develop expertise in the agent and product technology suite including Five9, Salesforce, Google Suite, etc.
- Demonstrate the ability to troubleshoot complex issues finding the best solution for the business and the customer- includes payment research concerns, advanced sync issues and escalations
- Demonstrate the ability to de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
- Enhance customer interactions by offering recommendations, cross-selling features or products or sharing new information thereby adding value beyond their initial inquiry
- Participate in proactive customer engagement projects to influence positive change in behavior and product use on the part of the customer
- Meet or exceed Key Performance Indicators (KPIs) including Customer Effort Score (CES), Quality (QA), Resolution Rate, Transfer Rate, Schedule Adherence, etc.
- Meet service level agreements and uphold case management standards ensuring all cases and follow-up take place within 4 business hours
- Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
- Proactively identify leading indicators for an improved customers experience and participate in project to implement these changes at scale
- Adhere to attendance standards and guidelines
- Proactively seek feedback and training opportunities consistently
- Participate in proactive resolutions through customer survey results or leadership identification
- Actively participate in UAT and Beta projects to drive improvements
- Participate in team meetings and contribute positively to team culture
- Always aim to be solution-oriented, take ownership and demonstrate accountability
Preferred Qualifications
- College degree or equivalent
- Bilingual
- Experience in banking or financial services
- Experience in accounting or bookkeeping
- Experience in sales or customer success