Customer Care Representative I

<p><strong>Overview</strong></p> <p>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.</p> <p>&nbsp;</p> <p><strong>What you’ll do</strong></p> <ul> <li>Customer facing position manages low to medium level inquiries from AvidXchange customers either through phone, email, or chat channels</li> <li>Troubleshoot customer issues and handle escalated situations</li> <li>Learn and understand the case management process and properly route to others for case resolution</li> <li>Responsible for learning and administering processes that enable problem resolution</li> <li>Respond and resolve through critical thought processes that directly correlate with the customers’ requests and needs</li> <li>Educate customers on best practices to help reduce future contacts</li> <li>Provide basic product training &amp; documentation to customers</li> <li>Ability to perform at a minimum of “meets” in balanced performance scorecard for CSAT, QA and Productivity measures outlined</li> <li>Model being customer-centric and supportive of the overall mission of the contact center and difference made in the organization</li> </ul> <p>&nbsp;</p> <p><strong>What we’re looking for</strong></p> <ul> <li>At least six (6) months of previous experience in a similar role or one (1) year customer service or contact center role</li> <li>Ability to navigate through multi-systems at once, including computer skills and technical aptitude.</li> <li>Skilled at asking probing questions to gain understanding of customer needs</li> <li>High tolerance for problem resolution and de-escalating customer escalations</li> <li>Attention to detail</li> <li>Ability to problem solve using existing processes and tools, and recognize when to ask for assistance from other internal team member</li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p>&nbsp;</p> <p><strong>About AvidXchange<br></strong></p> <p style="line-height: 28px;">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. At AvidXchange, <strong>mindset is everything</strong>. We are <strong>Connected </strong><strong>as People</strong>, <str