Customer Care Representative I
About The Position
AvidXchange is seeking a Customer Care Representative to become an integral member of the AvidXchange Service team. This role is responsible for resolving customer inquiries through phone, email, or chats, aiming to achieve customer satisfaction and meet quality standards. The position involves managing low to medium-level inquiries, troubleshooting customer issues, handling escalated situations, and understanding the case management process for proper routing. The representative will learn and administer processes for problem resolution, use critical thinking to address customer requests, educate customers on best practices to minimize future contacts, and provide basic product training and documentation. Performance will be measured against balanced scorecard metrics for CSAT, QA, and Productivity, and the role requires modeling customer-centric behavior and supporting the contact center's mission.
Requirements
- At least six (6) months of previous experience in a similar role or one (1) year customer service or contact center role.
- Ability to navigate through multi-systems at once, including computer skills and technical aptitude.
- Skilled at asking probing questions to gain understanding of customer needs.
- High tolerance for problem resolution and de-escalating customer escalations.
- Attention to detail.
- Ability to problem solve using existing processes and tools, and recognize when to ask for assistance from other internal team members.
Responsibilities
- Manage low to medium level inquiries from AvidXchange customers through phone, email, or chat channels.
- Troubleshoot customer issues and handle escalated situations.
- Learn and understand the case management process and properly route cases to others for resolution.
- Administer processes that enable problem resolution.
- Respond and resolve customer requests using critical thought processes.
- Educate customers on best practices to help reduce future contacts.
- Provide basic product training and documentation to customers.
- Perform at a minimum of “meets” in balanced performance scorecard for CSAT, QA and Productivity measures.
- Model being customer-centric and supportive of the overall mission of the contact center and difference made in the organization.
Benefits
- 18 days PTO
- 11 Holidays (8 company recognized & 3 floating holidays)
- 16 hours per year of paid Volunteer Time Off (VTO)
- Competitive Healthcare
- High Deductible Health Plan Option that has $0 monthly premium for teammate-only coverage
- 100% AvidXchange paid Dental Base Plan Coverage
- 100% AvidXchange paid Life Insurance
- 100% AvidXchange paid Long-Term Disability
- 100% AvidXchange paid Short-Term Disability
- Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
- Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
- 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
- Parental Leave: 8 weeks 100% paid by AvidXchange
- Discounts on Pet, Home, and Auto insurance
- WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors
- Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more
- Onsite gym fitness center, yoga studio, and basketball court
- Tuition Reimbursement up to the federal maximum of $5,250
- Hybrid Workplace Flexibility
- Free parking
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
