Customer Care Advisor - Partner Support

BILL•San Jose, CA

12d•$23 - $31

About The Position

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 first-contact resolution and future issue avoidance for our financial institution partners, Embed partners, and 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 participating in culture-building programs and activities, and consistently reflecting BILL values.

Requirements

High School Diploma or GED
4 years in a complex service environment (e.g., financial services, healthcare, insurance), including 3 years managing escalated customer concerns
Demonstrated customer orientation, through empathy and active listening
Strong technical aptitude and troubleshooting skills, including Google Suite, Salesforce, and call center telephony systems
Good math and logic skills (including basic algebra) and attention to detail
Excellent organization and ability to multitask
Effective verbal and written communication skills (college-level English proficiency required)
Ability to exercise sound judgment in all situations
Passion for fostering customer relationships and identifying upsell opportunities
Ability to thrive in a fast-paced, high-pressure, changing environment
Ability to assist customers across various channels (phone, chat, video, SMS, in-person, and/or email)

Nice To Haves

College degree or equivalent.
Bilingual proficiency.
Background in financial services or banking.
Experience with accounting or bookkeeping practices.
Prior work in sales or customer success.

Responsibilities

Serve as the primary point of contact for customer inquiries, utilizing active listening and empathy to effectively troubleshoot and resolve complex issues, including payment and sync concerns, while demonstrating ownership and accountability.
De-escalate challenging customer situations and resolve issues efficiently using all available resources, avoiding unnecessary transfers.
Enhance the customer experience by offering product recommendations, cross-selling features, and sharing new information to add value beyond the initial inquiry.
Maintain expertise in the agent and product technology suite, including Five9, Salesforce, and Google Workspace.
Meet or exceed Key Performance Indicators (KPIs) such as Customer Effort Score (CES), Quality (QA), and Resolution Rate, and adhere to case management standards, ensuring timely follow-up within 4 business hours.
Proactively contribute to positive change by participating in customer engagement projects, identifying opportunities for improved customer experience, and communicating product and process feedback through appropriate channels.
Act as a subject matter expert (SME) for team members by actively engaging in Slack channels and sharing product and process updates.
Actively participate in UAT/Beta projects and contribute to the onboarding and training program for new hires, providing feedback on content gaps and resource needs.
Consistently seek feedback and training opportunities, participate in proactive resolutions based on customer surveys, and complete a minimum of two stretch projects each half-year cycle.
Adhere to all attendance standards and guidelines and contribute positively to team culture.