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CXO Partner Support Agent

BILL

BILL

Customer Service
draper, ut, usa
Posted on Wednesday, June 26, 2024

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

Make your impact within a rapidly growing Fintech Company

In Partner Support, your passion is to create a personal and positive experience for our customers while resolving tier II product inquiries with our 13 bank partners. Our Partner Support Advocates work as a team and are crucial members to provide simple and efficient solutions by sharing product knowledge resulting in partner confidence and satisfaction at the end of each interaction.

  • 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

We’d love to chat if you have:

  • 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 customers experience and participate in project 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
  • Shift need is 11am -8pm CST

The estimated hourly range for this role is noted below for our office location in Draper, UT. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range
$22.55$26.78 USD

Let’s talk about benefits

  • 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
  • HSA & FSA accounts
  • Life Insurance, Long & Short-term disability coverage
  • Employee Assistance Program (EAP)
  • 11+ Observed holidays and wellness days and flexible time off
  • Employee Stock Purchase Program with employee discounts
  • Wellness & Fitness initiatives
  • Employee recognition and referral programs
  • And much more

For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page for each location and discover BILL.

We live our culture and values every day

At BILL, we’re different by design—it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There’s no limit to what we can build and where we can go from here. We’d love you to join us.

BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.

Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.

If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact interviewaccommodations@hq.bill.com.

BILL Culture:

  • Humble - We check our egos at the door. We are curious. We listen, accept feedback.
  • Authentic - We earn and show trust by being real—embracing our authentic selves.
  • Passionate - We care deeply about each other and our customers.
  • Accountable - We are duty-bound to each other, our customers, and society.
  • Fun - We wrap it all together by building connections and enjoying time spent together.

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants