Customer Care Representative

Overview

Avid Xchange is seeking a Customer Care Representative to become an integral member of the Avid Xchange Service team. Responsible for resolving our customers’ inquiries through phone, email or chats and finding a resolution to meet customer satisfaction and quality standards.

• Customer facing position manages low to medium level inquiries from Avid Xchange customers either through phone, email, or chat channels
• Troubleshoot customer issues and handle escalated situations
• Learn and understand the case management process and properly route to others for case resolution
• Responsible for learning and administering processes that enable problem resolution
• Respond and resolve through critical thought processes that directly correlate with the customers’ requests and needs
• Educate customers on best practices to help reduce future contacts
• Provide basic product training & documentation to customers
• Ability to perform at a minimum of “meets” in balanced performance scorecard for CSAT, QA and Productivity measures outlined
• Model being customer-centric and supportive of the overall mission of the contact center and difference made in the organization

• At least six (6) months of previous experience in a similar role or one (1) year customer service or contact center role
• Ability to navigate through multi-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 ask for assistance from other internal team member

Avid Xchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle‑market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. At Avid Xchange,
mindset is everything
. We are Connected
as People
, Growth Minded
, and Customer Obsessed
. These three mindsets represent our culture – who weare, who we’ve always been, and they guide usto improve every day.

Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,500 teammates working across the U.S., or remotely. Avid Xchange is proud to be Certified™ as aGreat Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that Avid Xchange is a Great Place to Work®.

• A go‑getter with an entrepreneurial mindset – that means you are 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 allows you to develop mutually beneficial working relationships.
• Focused on making a difference for our customers. Avid Xchange exists to help solve complex problems for our customers so we can all realize our potential.

Avid Xchange teammates (we call them Avid Xers) get the perks and prestige of a growing tech company paired with the flexibility of a founder‑led startup. We help our Avid Xers develop as professionals and as human beings, providing work/life balance, development programs, and competitive benefits. At Avid Xchange, we are building more than a tech company – we are building an experience.

We remain committed to a culture where you can fully be ‘you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.