Sr. Customer Care Agent

Sr. Customer Care Agent

Requirements

• High School Diploma or GED
• 3 years in a complex service environment including financial services, healthcare, insurance, etc.
• 2 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 customers via phone, chat, video, SMS and/or email

Responsibilities

• Provide a high-touch service experience by handling inbound and outbound customer contacts via chat, voice, video, and email
• Assist Tier 1 agents by taking inbound warm transfers, ensuring efficient issue resolution
• Demonstrate expertise in a single product line while maintaining a basic understanding of all product lines through up-to-date knowledge and certifications on product features, releases, and capabilities
• Help drive BILL culture across the CARE team by actively participating in culture-building programs and activities and consistently reflecting BILL values
• Approach each customer interaction with empathy and through effective active listening skills
• Develop proficiency 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 and advanced sync issues
• 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
• 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
• Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
• Adhere to attendance standards and guidelines
• Proactively seek feedback and training opportunities
• Participate in at least one stretch project each half year cycle
• Participate in team meetings and contribute positively to team culture
• Always aim to be solution-oriented, take ownership and demonstrate accountability

Preferred Qualifications

• Bilingual in Spanish
• Experience in banking or financial services
• Experience in sales or customer success