Customer Care Specialist (Hybrid) — Growth & Impact

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

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."