Customer Care Advisor - Remote

Overview

As a Customer Care Advisor at BILL, you will provide a consultative service experience through handling inbound and outbound customer contacts via chat, voice, video, and email, focusing on first-contact resolution and future issue avoidance for our financial institution partners and direct customers.

In Short

• Provide consultative service experience through various communication channels.
• Demonstrate expertise in product lines and maintain up-to-date knowledge.
• Approach customer interactions with empathy and active listening.
• Troubleshoot complex issues and find solutions for customers.
• Enhance customer interactions by offering recommendations and cross-selling.
• Meet or exceed Key Performance Indicators (KPIs).
• Participate in proactive customer engagement projects.
• Act as a subject matter expert (SME) for team members.
• Participate in onboarding and training programs for new hires.
• Contribute positively to team culture and participate in team meetings.

Requirements

• High School Diploma or GED.
• 4 years in a complex service environment.
• 3 years managing escalated customer concerns.
• Strong technical aptitude and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to thrive in a fast-paced environment.
• Passion for fostering customer relationships.
• Ability to assist customers via multiple communication methods.
• Strong attention to detail and organization.
• Ability to exercise sound judgment in all situations.

Benefits

• 100% paid employee health, dental, and vision plans.
• Life Insurance and disability coverage.
• Flexible time off and wellness days.
• Employee Stock Purchase Program.
• Wellness and fitness initiatives.
• Employee recognition and referral programs.
• Competitive benefits package.
• Opportunities for continuous growth and training.
• Participation in culture building programs.
• Inclusive workplace that values diversity.