Customer Care Representative I - Remote

Overview

The Customer Care Representative I is 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.

In Short

• Customer facing position managing low to medium level inquiries.
• Troubleshoot customer issues and handle escalated situations.
• Learn and understand the case management process.
• Assist and route cases for resolution outside of knowledge scope.
• Respond and resolve customer requests through critical thought.
• Educate customers on best practices to reduce future contacts.
• Provide basic product training and documentation to customers.
• Meet performance scorecard measures for CSAT, QA, and Productivity.
• Model customer-centric support aligned with the contact center mission.

Requirements

• A go-getter with an entrepreneurial mindset.
• Understanding of business as people-centric.
• Focus on making a difference for customers.

Benefits

• 18 days PTO.
• 11 Holidays (8 company recognized & 3 floating holidays).
• 16 hours per year of paid Volunteer Time Off (VTO).
• Competitive Healthcare options.
• 401k Match up to 4%.
• Parental Leave: 8 weeks 100% paid.
• Tuition Reimbursement up to $5,250.
• Hybrid Workplace Flexibility.
• Onsite gym fitness center.