Employer: Bill.com
Mission: As a Customer Experience Advocate, your passion is to create a personal and positive experience for our customers while supporting their product inquiries with Bill.com. Our Customer Experience Advocates work as a team to provide simple and efficient solutions by sharing product knowledge resulting in customer confidence and satisfaction at the end of each interaction.
Professional Experience/Background to be successful in this role:
- Customer service experience – software as a service (SaaS), banking, tech support, or sales
- Experience with problem-solving and complex troubleshooting
- Proven ability to multitask, prioritize, and manage time effectively
- Strong listening skills to be able to understand, empathize and resolve customer issues
- Proficient computer skills using MS Office (basic Excel/Word/PP) and/or Google Docs experience
- Intermediate knowledge with common browsers: Chrome, Firefox, Edge, Safari (ie. deleting cookies, clearing cache, etc..)
- Ability to type over 50 words per minute
- Must be willing to work on any of our support channels based on the business needs
- Open availability to work weekdays between the hours of 7am-8pm CST (40 hours/week). For the first 6 months, please expect a schedule ending at 8pm
- Starting Jan 2022 open availability to work weekdays between the hours of 6am-10pm CST weekdays and Saturday 7am -7pm CST.
- 1 or more years relevant work experience, preferably in a Customer Support, Technical Support, or Customer Education related position or a technical product
- High volume software support experience via chat, email, or phone
- Familiarity with CRM systems (Zendesk/Salesforce) and practices
- Experience supporting customers in a Software as a Service (SaaS) environment
- Financial technology experience (B2B preferred)
- Accounting experience to include either accounts payable or accounts receivable
Competencies (Attributes needed to be successful in this role):
- Learning Agility/Tech Savvy – foster a culture of interest, curiosity, and aptitude for learning
- Communication – outstanding communication skills, including proper use of spelling and grammar
- Team Player – works effectively and cooperatively with fellow co-workers
- Problem Solving/Decision Making – identify problems, solve them, act decisively, and show good judgement
- Composure – demonstrate emotions appropriate to the situation and continue performing steadily and effectively
- Customer Orientation – passion for helping customers, a good attitude, and a sense of humor
- Active Listening – responsive and empathetic to customer needs
Expected Outcomes in 3, 6, or 12 months:
Expected outcome in 30 days:
- 100% attendance
- Successful completion of New Hire Training (Classroom and On the Job)
- Average of 17-20 tickets handled per day
- Average Customer Satisfaction Score of 82% or higher for tickets handled
- Quality Assurance score at 85% or above
- 100% compliance with staying current on training, updates, and product changes
Expected outcome in 60 days:
- Adhering to attendance policy
- Average of 24-27 tickets handled per day
- Average Customer Satisfaction Score of 85% or higher for tickets handled
- Quality Assurance score at 90% or above100% compliance with staying current on training, updates, and product changes
Expected outcome in 90 days:
- Adhering to attendance policy
- Average of 26-30 tickets handled per day
- Average Customer Satisfaction Score of 90% or higher for tickets handled
- Quality Assurance score at 96% or above
- 100% compliance with staying current on training, updates, and product changes
- Demonstrated proficiency with the Bill.com application and you are ready to learn how we sync with external accounting software programs.
Bill.com Culture:
- Humble – No ego
- Fun – Celebrate the moments
- Authentic – We are who we are
- Passionate – Love what you do
- Dedicated – To each other and the customer