Job description

Job Overview

The Customer Care Representative I, is an entry level Customer Care representative. This position is an integral member of the AvidXchange Relationship Management team. Responsible for resolving client-related Product, or Service inquiries as facilitated through AvidXchange

Job Responsibilities

• Customer facing position manages low to medium level inquiries from AvidXchange customers either through phone and email channels at proficient level
• Novice to proficient in troubleshooting customer issues and handling escalated situations
• Learns and understands the case management process and properly assists and routes to others for case resolution outside of basic knowledge or business area scope
• Responsible for learning and administering processes that enable problem resolution
• Responds and resolves through critical thought processes that directly correlates with the customer requests and needs
• Educates customers on best practices, and processes align with assigned role
• Provides 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
• Models our core values and is supportive of the overall mission of contact center and difference made in the organization

Required Experience, Qualifications, and Skills

• At least six (6) months of previous experience role or one (1) year customer service or contact center role
• Ability to multi-task and navigate through multi-systems at once
• Skilled at asking probing questions to gain understanding of customer needs
• High tolerance for problem resolution and customer escalation

Preferred Experience, Qualifications, and Skills

• Typically, does not require advanced education and requires little to no prior experience
• Strong written and verbal communication skills
• Prior customer service experience preferred
• Excellent time management
• Self-Motivated
• Can-do attitude

Additional Information

• Work results will have an immediate impact on the customer experience
• Expertise in this area ensures timely response & resolution
• Output measured against internal and external-facing SLA’s

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working in one of our 5 offices across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®.

Who you are:

• A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown.
• Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
• Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.

What you’ll get:
AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

AvidXers enjoy:

• 18 days PTO*
• 11 Holidays (8 company recognized & 3 floating holidays)
• 16 hours per year of paid Volunteer Time Off (VTO)
• Competitive Healthcare
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance
• 100% AvidXchange paid Long-Term Disability
• 100% AvidXchange paid Short-Term Disability
• Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
• Onsite Health Clinic with Atrium Health** - available to Teammates and their eligible dependents
• Retirement 401k Match up to 4%
• Parental Leave: 8 weeks 100% paid by AvidXchange***
• Discounts on Pet, Home, and Auto insurance
• BrightDime Financial Wellness Tool, offered free to teammates
• WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers
• Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more
• Onsite gym fitness center, yoga studio, and basketball court****
• Tuition Reimbursement up to the federal maximum of $5,250*****
• Hybrid Workplace Flexibility
• Free parking
• Fully granted from beginning of year, pro-rated if hired mid-year

**Charlotte location only
***Must be full-time for at least 3 months
****Charlotte location only
*****Must be full-time for at least one year

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.

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