Make your impact within a rapidly growing Fintech Company

As a Customer Care Agent you will provide a high-touch service experience through handling inbound and outbound customer contacts via chat, voice, video and email. Demonstrate expertise in a single product line and basic understanding of all product lines by maintaining up-to-date knowledge and certifications regarding product features, releases and capabilities. As well as drive BILL culture across the CARE team including participation in culture building 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 de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
• Enhance customer interactions by offering recommendations, cross-selling 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 solution-oriented, take ownership and demonstrate accountability 

We’d 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 fast-paced, high-pressured changing environment
•  Ability to assist customer 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