Customer Care Representative I

AvidXchange, Inc. • Charlotte, NC

11d • Hybrid

About The Position

AvidXchange is seeking a Customer Care Representative to become an integral member of the AvidXchange Service team. This customer-facing position is responsible for resolving our customers’ inquiries through phone, email, or chats, finding resolutions that meet customer satisfaction and quality standards. The role involves troubleshooting customer issues, handling escalated situations, and understanding the case management process to properly route issues for resolution. The representative will administer processes that enable problem resolution, use critical thought processes to respond to customer requests, and educate customers on best practices to reduce future contacts. Providing basic product training and documentation to customers is also a key part of the role. The ideal candidate will be able to perform at a minimum of “meets” in balanced performance scorecard for CSAT, QA, and Productivity measures, and will model being customer-centric and supportive of the overall mission of the contact center.

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 member

Nice To Haves

• A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown.
• Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
• Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.

Responsibilities

• Manage low to medium level inquiries from AvidXchange customers either through phone, email, or chat channels
• Troubleshoot customer issues and handle escalated situations
• Learn and understand the case management process and properly route to others for case resolution
• Administer processes that enable problem resolution
• Respond and resolve through critical thought processes that directly correlate with the customers’ requests and needs
• Educate customers on best practices to help reduce future contacts
• Provide basic product training & documentation to customers
• Ability to perform at a minimum of “meets” in balanced performance scorecard for CSAT, QA and Productivity measures outlined
• 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 Heath 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 40% less expensive than traditional daycare centers
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed