Sr. Customer Care Agent
BILL
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
As a Customer Care Agent you will provide a high-touch service experience through handling inbound and outbound customer contacts via chat, voice, video and email. Demonstrate expertise in a single product line and basic understanding of all product lines by maintaining up-to-date knowledge and certifications regarding product features, releases and capabilities. As well as drive BILL culture across the CARE team including participation in culture building programs and activities and consistently reflecting BILL values.
This looks like:
- Approach each customer interaction with empathy and through effective active listening skills
- Develop proficiency in the agent and product technology suite including Five9, Salesforce, Google Suite, etc.
- Demonstrate the ability to troubleshoot complex issues finding the best solution for the business and the customer- includes payment research concerns and advanced sync issues
- Demonstrate the ability to de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
- Enhance customer interactions by offering recommendations, cross-selling features or products, or sharing new information thereby adding value beyond their initial inquiry
- Meet or exceed Key Performance Indicators (KPIs) including Customer Effort Score (CES), Quality (QA), Resolution Rate, Transfer Rate, Schedule Adherence, etc.
- Meet service level agreements and uphold case management standards
- Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
- Adhere to attendance standards and guidelines
- Proactively seek feedback and training opportunities
- Participate in at least one stretch project each half year cycle
- Participate in team meetings and contribute positively to team culture
- Always aim to be solution-oriented, take ownership and demonstrate accountability
We’d love to chat if you have:
Required:
- High School Diploma or GED
- 3 years in a complex service environment including financial services, healthcare, insurance, etc.
- 2 years managing escalated customer concerns
- Customer orientation demonstrated through the ability to employ empathy and active listening effectively
- Strong technical aptitude and troubleshooting skills including Google Suite, Salesforce and call center telephony systems
- Strong math and logic skills including basic algebra
- Strong attention to detail, organization and the ability to multitask
- Strong verbal and written communication skills including college level English proficiency
- Ability to exercise sound judgment in all situations
- Passion for fostering customer relationships and upsell conversations
- Ability to thrive in a fast-paced, high-pressured changing environment
- Ability to assist customer via phone, chat, video, SMS and/or email
Nice to Have:
- Bilingual in Spanish
- Experience in banking or financial services
- Experience in sales or customer success
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.
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
