Customer Advocate
Bill.com
 Houston, TX
About Bill.com

Bill.com is a leading provider of cloud-based software that simplifies, digitizes, and automates complex, back-office financial operations for small and midsize businesses. Customers use the Bill.com platform to manage end-to-end financial workflows and to process payments, which totaled over $70 billion for fiscal 2019. The Bill.com AI-enabled, financial software platform creates connections between businesses and their suppliers and clients. It helps manage cash inflows and outflows. The company partners with several of the largest U.S. financial institutions, more than 70 of the top 100 U.S. accounting firms, and popular accounting software providers. Bill.com has offices in Palo Alto, California and Houston, Texas. For more information, visit www.bill.com or follow @billcom.

Mission: Our passion is to create a personal and positive experience for our customers while supporting their product inquiries with Bill.com. We 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.

Required professional experience/skills to be successful in this role:

  • Customer service experience - software, service, retail, or sales
  • Experience with problem-solving and complex troubleshooting
  • Proven ability to multi-task, prioritize, and manage time effectively
  • Strong listening skills to be able to understand, empathize and resolve customer issues
  • MS Office (basic Excel/Word/PP) experience
  • Intermediate knowledge with common browsers: Chrome, Firefox, IE, 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
  • Must be available to work weekdays between the hours of 7am-8pm Central Time  (40 hours/week). For the first 6 months, please expect a schedule ending at 8pm.
  • Ability to work daily during business hours from our Houston office

Strongly Preferred Experience/Skills:

  • High volume software support experience via chat, email, or phone
  • Familiarity with CRM systems (Zendesk) and practices
  • Experience supporting customers in a Software as a Service (SaaS) environment
  • Financial technology experience (B2B preferred)
  • Banking or accounting experience
  • Bachelor's degree

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 outcome in 30 days:

  • 100% attendance
  • Average of 7-10 tickets handles per day
  • Average Customer Satisfaction Score of 82% or higher for tickets handled
  • Quality assurance score between 80-85
  • 100% announcement read rate for announcements on our BillOpedia Platform

Expected outcome in 60 days:

  • Adhering to attendance policy
  • Average of 18-20 tickets handles per day
  • Average Customer Satisfaction Score of 85% or higher for tickets handled
  • Quality assurance score between 81-90
  • 100% announcement read rate for announcements on our BillOpedia Platform

Expected outcome in 90 days:

  • Adhering to attendance policy
  • Average of 26-30 tickets handles per day
  • Average Customer Satisfaction Score of 90% or higher for tickets handled
  • Quality assurance score between 81-96
  • 100% announcement read rate for announcements on our BillOpedia Platform
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