Customer Care Representative I

AvidXchange, Inc.•Charlotte, NC

7h•Hybrid

About The Position

AvidXchange is seeking a Customer Care Representative to become an integral member of the AvidXchange Service team. Responsible for resolving our customers’ inquiries through phone, email or chats and finding a resolution to meet customer satisfaction and quality standards. What you’ll do Customer facing position manages 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 Responsible for learning and administering 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 About AvidXchange AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. Who you are: 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. What you’ll get: AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

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

Responsibilities

Customer facing position manages 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
Responsible for learning and administering 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