Customer Care Representative I

About the role

AvidXchange is seeking a Customer Care Representative to join the AvidXchange Service team. The role involves resolving customer inquiries through phone, email, or chat, ensuring customer satisfaction and quality standards are met.

Responsibilities

• Customer facing position managing low to medium level inquiries from AvidXchange customers through phone, email, or chat channels
• Troubleshoot customer issues and handle escalated situations
• Learn and understand the case management process and properly route cases to others for resolution
• Respond and resolve through critical thought processes that align with customer requests and needs
• Educate customers on best practices to reduce future contacts
• Provide basic product training and documentation to customers
• Perform at a minimum of “meets” in balanced performance scorecard for CSAT, QA, and Productivity measures
• Model a customer-centric approach and support the overall mission of the contact center and the 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
• Navigates through multiple 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 seek assistance from other internal team members

About AvidXchange

AvidXchange is a leading provider of accounts payable ("AP") automation software and payment solutions for middle-market businesses and their suppliers. As a technology company, AvidXchange places a strong emphasis on its people, fostering a culture of connection, growth, and customer obsession. Founded in 2000 in Charlotte, NC, AvidXchange has grown to employ over 1,500 teammates across the U.S. or remotely. The company is proud to be Certified™ as a Great Place to Work®.

Who You Are

A go-getter with an entrepreneurial mindset – someone who is 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 to develop mutually beneficial working relationships. Focused on making a difference for our customers. AvidXers exist to help solve complex problems for our customers so we can all realize our potential.

What You’ll Get

• 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 Health Plan Option with $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
• 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
• Parental Leave: 8 weeks 100% paid by AvidXchange**
• Discounts on Pet, Home, and Auto insurance
• 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
• Must be full-time for at least 3 months
• 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.