Customer Care Representative I

AvidXchange; Charlotte (NC); Hybrid; USD 40,000 - 52,000; Full time

Benefits offered by this job

18 days PTO

11 Holidays

401(k) Match

Hybrid Workplace Flexibility

Onsite gym

Paid Volunteer Time Off

Life Insurance

Disability Insurance

EAP

Tuition Reimbursement

Free parking

Job summary

AvidXchange is seeking a Customer Care Representative to join our Service team in Charlotte, NC. You will resolve customer inquiries by phone, email, or chat, troubleshoot issues, and route cases through our case management process with a focus on quality and customer satisfaction.

You will learn our processes, provide basic product training, and strive to meet performance targets while delivering a customer-centric experience that aligns with our culture of connectedness and growth."

Qualifications

• At least 6 months in a similar customer service or contact center role
• Ability to navigate multiple systems while using strong computer skills
• Strong communication skills with the ability to ask probing questions and resolve issues

Responsibilities

• Handle low to medium level inquiries via phone, email or chat
• Troubleshoot issues and escalate when needed
• Learn and route cases through the case management process
• Provide basic product training and documentation to customers
• Maintain CSAT, QA and productivity targets
• Educate customers on best practices to reduce future contacts

Skills

Multi-system navigation

Probing questions

De-escalation

Problem solving

Customer-centric focus

Job description

Charlotte, North Carolina, United States

Overview

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

What we’re looking for

• 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
• Ability to problem solve using existing processes and tools, and recognize when to ask for assistance from other internal team member

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. At AvidXchange,mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. Thesethree mindsets represent our culture – who weare, who we’ve always been, and they guide usto improve every day.Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,500 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as aGreat Place to Work ®.

Who you are:

• A go-getter with an entrepreneurial mindset – that meansyou arenot afraid of taking risks,winning bigorfacing the unknown.
• Someone who understands that business ispeople centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
• Focused onmaking 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 growing 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, and competitive benefits. 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.

• 18 days PTO*
• 11 Holidays (8companyrecognized & 3floatingholidays)
• 16 hours per year ofpaid Volunteer Time Off (VTO)
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
• 100% AvidXchange paid Life Insurance
• 100% AvidXchange paid Long-Term Disability
• 100% AvidXchange paid Short-Term Disability
• Employee Assistance Program (EAP) - Providescounseling 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
• Perks at Work:free discount program that provides teammates the opportunity to save on items fromelectronics, movie tickets, car buying, vacations,andmore
• Onsite gym fitness center, yoga studio, and basketball court
• Tuition Reimbursement up to the federal maximum of $5,250***
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year

**Must be full-time for at least 3 months

***Must be full-time for at least one year

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.