Associate Customer Care Representative
Associate Customer Care Representative
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