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Full-Time

CXO Partner Support Agent

Posted on 6/25/2024

Bill.com

Bill.com

1,001-5,000 employees

Online bill payment and AP automation software

Fintech

Compensation Overview

$22.55 - $26.78Hourly

Senior, Expert

Draper, UT, USA

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Quality Assurance (QA)
Salesforce
Customer Service
Requirements
  • 4+ years in a complex Customer Service roles
  • Approached each customer interaction with empathy and through effective active listening skills
  • Developed expertise in the agent and product technology suite including Five9, Salesforce, Google Suite, etc.
  • Demonstrated 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
  • Demonstrated the ability to de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
  • Enhanced customer interactions by offering recommendations, cross-selling features or products or sharing new information thereby adding value beyond their initial inquiry
  • Participated in proactive customer engagement projects to influence positive change in behavior and product use on the part of the customer
  • Met or exceed Key Performance Indicators (KPIs) including Customer Effort Score (CES), Quality (QA), Resolution Rate, Transfer Rate, Schedule Adherence, etc.
  • Met service level agreements and uphold case management standards ensuring all cases and follow-up take place within 4 business hours
  • Maintained awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
  • Proactively identified leading indicators for an improved customer experience and participate in projects to implement these changes at scale
  • Adhered to attendance standards and guidelines
  • Proactively sought feedback and training opportunities consistently
  • Participated in proactive resolutions through customer survey results or leadership identification
  • Participated in a minimum of two stretch projects each half-year cycle
  • Actively participated in UAT and Beta projects to drive improvements
  • Participated in team meetings and contribute positively to team culture
  • Acted as a subject matter expert (SME) for team members through effective engagement in slack channels and sharing product or process updates
  • Participated in onboarding and training program for new hire employees
  • Provided feedback on content gaps and additional training resource needs for frontline representatives
  • Always aiming to be solution-oriented, take ownership and demonstrate accountability
  • Understanding of bank and embedded partnership and integration
Responsibilities
  • 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
  • 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

At this company, employees thrive in an environment that emphasizes the use of AI and automation technology to streamline financial processes, making bill payments and receivables more efficient for businesses. The firm stands out for its commitment to enhancing AP controls and ensuring secure payment processing, which are critical in the financial technology sector. Working here means being at the forefront of integrating advanced technologies with everyday financial operations, offering a competitive edge and a focus on technical excellence.

Company Stage

IPO

Total Funding

$2B

Headquarters

San Jose, California

Founded

2006

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

7%

Benefits

100% paid employee health, dental, and vision insurance - choose between HMO, PPO, and HDHP plans

HSA & FSA accounts

Life Insurance, Long & Short-term disability coverage

Pre-tax commuter benefits

Employee Assistance Program (EAP)

11+ Observed holidays and wellness days

Wellness & Fitness initiatives

Flexible time off

100% paid employee health, dental, and vision insurance - choose between HMO, PPO, and HDHP plans

HSA & FSA accounts

Life Insurance, Long & Short-term disability coverage

Pre-tax commuter benefits

Employee Assistance Program (EAP)

11+ Observed holidays and wellness days

Wellness & Fitness initiatives

Flexible time off