Customer Care Advisor - Premium Care
Customer Care Advisor - Premium Care
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1 Vacancy
Job Description
Innovate with purpose
At BILL we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we dont stop there: were creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a visiondriven team thats ready to tackle challenges and build cuttingedge solutions. We value purpose drive and curiosityand we thrive in a fastpaced everchanging environment. Whether in one of our offices in San Jose CA Draper UT or working remotely BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
At BILL we listen learn and leadfostering collaboration and a drive for continuous growth. Were committed to building a diverse and inclusive workplace that values each persons unique skills and experiences. Even if you dont meet every requirement wed love to hear from youyou might be just what were looking for whether in this role or another.
Lets give businesses more time for what matters.
Make your impact within a rapidly growing Fintech Company
As a Customer Care Advisor you will provide a consultative service experience through handling inbound and outbound customer contacts via chat voice video and email with a priority on firstcontact 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 uptodate 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
This looks like:
- 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 deescalate customer situations and avoid unnecessary transfers through utilizing all resources
- Enhance customer interactions by offering recommendations crossselling 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 followup 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 solutionoriented take ownership and demonstrate accountability
Wed love to chat if you have:
Required:
- 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 fastpaced highpressured changing environment
- Ability to assist customer via phone chat video SMS inperson and/or email
Nice to Have:
- College degree or equivalent
- Bilingual
- Experience in banking or financial services
- Experience in accounting or bookkeeping
- Experience in sales or customer success
#evergreen
The estimated hourly range for this role is noted below for our office location in San Jose CA. Our ranges for each role and job level are based on a variety of factors including candidate experience expertise and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical dental vision life and disability insurance 401(k) retirement plan flexible spending & health savings account paid holidays paid time off and other company benefits.
The estimated hourly range for this role is noted below for our office location in Draper UT. Our ranges for each role and job level are based on a variety of factors including candidate experience expertise and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical dental vision life and disability insurance 401(k) retirement plan flexible spending & health savings account paid holidays paid time off and other company benefits.
Whats in it for you
Redefining how businesses automate their work is a fastpaced exciting and fun environment. But we also have benefits and perks to ensure the magic isnt only experienced by our customers but by our employees as well.
Here is a preview of some of the amazing benefits here at BILL:
- 100 paid employee health dental and vision plans (choose HMO PPO or HDHP)
- HSA & FSA accounts
- Life Insurance Long & Shortterm disability coverage
- Employee Assistance Program (EAP)
- 11 Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
Dont believe us Check out our culture benefits and teams on our career site LinkedIn Life or YouTube pages.
BILL is an Equal Opportunity Employer that values diversity and inclusion. We believe our best ideas come from the unique stories perspectives and experiences of our team members. We welcome people of all backgrounds abilities and identities to bring their authentic selves and contribute to our culture.
We are committed to a transparent inclusive hiring process that reflects our values. If you need accommodations at any stage please contact .
Required Experience:
Unclear Seniority
Employment Type
Advisor
