Customer Care Advisor - Premium Care

continuous growth. We're committed to building a diverse and inclusive workplace that values each person's unique skills and experiences. Even if you don't meet every requirement, we'd love to hear from you-you might be just what we're looking for, whether in this role or another.

✨ Let's give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

As a Customer Care Advisor you will provide a consultative service experience through handling inbound and outbound customer contacts via chat, voice, video and email with a priority on first-contact resolution and future issue avoidance for our most strategic direct customers. Demonstrate expertise in a single product line and enhanced understanding of all product lines by maintaining up-to-date knowledge and certifications regarding product features, releases and capabilities. Influence BILL culture across the CARE team including contributing to and participation in culture building programs and activities and consistently reflecting BILL values

This looks like:

• Approach each customer interaction with empathy and through effective active listening skills
• Develop expertise in the agent and product technology suite including Five9, Salesforce, Google Suite, etc.
• Demonstrate the ability to troubleshoot complex issues finding the best solution for the business and the customer- includes payment research concerns , advanced sync issues and escalations
• Demonstrate the ability to de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
• Enhance customer interactions by offering recommendations, cross-selling features or products or sharing new information thereby adding value beyond their initial inquiry
• Participate in proactive customer engagement projects to influence positive change in behavior and product use on the part of the customer
• Meet or exceed Key Performance Indicators (KPIs) including Customer Effort Score (CES), Quality (QA), Resolution Rate, Transfer Rate, Schedule Adherence, etc.
• Meet service level agreements and uphold case management standards ensuring all cases and follow-up take place within 4 business hours
• Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
• Proactively identify leading indicators for an improved customers experience and participate in project to implement these changes at scale
• Adhere to attendance standards and guidelines
• Proactively seek feedback and training opportunities consistently
• Participate in proactive resolutions through customer survey results or leadership identification
• Actively participate in UAT and Beta projects to drive improvements
• Participate in team meetings and contribute positively to team culture
• Always aim to be solution-oriented, take ownership and demonstrate accountability

We'd love to chat if you have:

Required:

• High School Diploma or GED
• 4 years in a complex service environment including financial services, healthcare, insurance, etc.
• 3 years managing escalated customer concerns
• Customer orientation demonstrated through the ability to employ empathy and active listening effectively
• Strong technical aptitude and troubleshooting skills including Google Suite, Salesforce and call center telephony systems
• Strong math and logic skills including basic algebra
• Strong attention to detail, organization and the ability to multitask
• Strong verbal and written communication skills including college level English proficiency
• Ability to exercise sound judgment in all situations
• Passion for fostering customer relationships and upsell conversations
• Ability to thrive in a fast-paced, high-pressured changing environment
• Ability to assist customer via phone, chat, video, SMS, in-person and/or email

Nice to Have:

• College degree or equivalent
• Bilingual
• Experience in banking or financial services
• Experience in accounting or bookkeeping
• Experience in sales or customer success

Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

#evergreen

The estimated hourly range for this role is noted below for our office location in San Jose, CA. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

San Jose pay range

$26.49-$31.49 USD

The estimated hourly range for this role is noted below for our office location in Draper, UT. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range

$22.55-$26.78 USD

What's in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn't only experienced by our customers, but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL:

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more

Don't believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.

BILL is an Equal Opportunity Employer that values diversity and inclusion. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact [email protected].

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.