Customer Care Representative I

AvidXchange, Inc.; Charlotte (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

AvidXchange is seeking a Customer Care Representative to join our Service team. You will resolve customer inquiries via phone, email or chat and deliver resolutions that meet customer satisfaction and quality standards.

In this role you will troubleshoot issues, assist with case management, and provide basic product training and documentation while maintaining a customer-centric approach across channels. This position emphasizes turning inquiries into positive outcomes while educating customers

Qualifications

• 6+ months in a similar role or 1 year in customer service or contact center.
• Ability to navigate multiple systems and demonstrate technical aptitude.
• Skilled at asking probing questions to understand customer needs.
• Experience handling customer issues and escalations.
• Detail-oriented with ability to follow processes and guidelines.
• Ability to use internal tools to resolve inquiries.

Responsibilities

• Handle low to medium level inquiries from customers via phone, email or chat.
• Troubleshoot customer issues and manage escalated situations.
• Learn and route cases to appropriate teams for resolution.
• Learn and apply processes enabling effective problem resolution.
• Respond and resolve requests with clear, customer-focused solutions.
• Educate customers on best practices to reduce future contacts.
• Provide basic product training and documentation to customers.
• Maintain performance targets for CSAT, QA and productivity.
• Model customer-centric behavior aligned with the contact center goals.

Skills

Multi-system navigation

Probing questions

De-escalation

Attention to detail

Problem solving

Customer-centric mindset

Job description

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


• Attention to detail


• 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 . 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 1,500 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 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.

AvidXers enjoy:

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

Equal Employment Opportunity

Equal Employment Opportunity 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.