Sr Customer Care Agent

Make your impact within a rapidly growing Fintech Company

As a Senior Customer Care Agent you will provide a hightouch service experience by handling inbound and outbound customer contacts via chat voice video and email. Your primary responsibility will be to assist Tier 1 agents by taking inbound warm transfers ensuring efficient issue resolution. You will demonstrate expertise in a single product line while maintaining a basic understanding of all product lines through uptodate knowledge and certifications on product features releases and capabilities. Additionally you will help drive BILL culture across the CARE team by actively participating in culturebuilding programs and activities and consistently reflecting BILL values.

This looks like:

• Approach each customer interaction with empathy and through effective active listening skills
• Develop proficiency 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 and advanced sync issues
• 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
• 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
• Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
• Adhere to attendance standards and guidelines
• Proactively seek feedback and training opportunities
• Participate in at least one stretch project each half year cycle
• 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
• 3 years in a complex service environment including financial services healthcare insurance etc.
• 2 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 customers via phone chat video SMS and/or email

Nice to Have:

• Bilingual in Spanish
• Experience in banking or financial services
• Experience in sales or customer success

Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

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