What are the responsibilities and job description for the Customer Care Advisor - Partner Care position at Bill.com?

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses-from startups to established brands-make smarter decisions and gain control of their operations. And we don't stop there : we're creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that's ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity-and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

At BILL, we listen, learn, and lead-fostering collaboration and a drive for continuous growth. We're committed to building a diverse and inclusive workplace that values each person's unique skills and experiences. Even if you don't meet every requirement, we'd love to hear from you-you might be just what we're looking for, whether in this role or another.

Let's give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

As a Customer Care Advisor you will 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 for our financial institution partners, Embed partners, and direct customers. 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

This looks like :

Approach each customer interaction with empathy and through effective active listening skills

Develop expertise 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 , advanced sync issues and escalations

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

Participate in proactive customer engagement projects to influence positive change in behavior and product use on the part of the customer

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 ensuring all cases and follow-up take place within 4 business hours

Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels

Proactively identify leading indicators for an improved customers experience and participate in project to implement these changes at scale

Adhere to attendance standards and guidelines

Proactively seek feedback and training opportunities consistently

Participate in proactive resolutions through customer survey results or leadership identification

Participate in a minimum of two stretch projects each half year cycle

Actively participate in UAT and Beta projects to drive improvements

Participate in team meetings and contribute positively to team culture

Act as a subject matter expert (SME) for team members through effective engagement in slack channels and sharing product or process updates

Participate in onboarding and training program for new hire employees

Provide feedback on content gaps and additional training resource needs for frontline representatives

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

4 years in a complex service environment including financial services, healthcare, insurance, etc.

3 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 multi-task

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, in-person and / or email

Nice to Have :

College degree or equivalent

Bilingual

Experience in banking or financial services

Experience in accounting or bookkeeping

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.

Draper UT pay range

22.55-$26.78 USD

What's in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn't only experienced by our customers, but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL :

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

Don't believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.

BILL is an Equal Opportunity Employer that values diversity and inclusion. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com.

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

Salary : $23 - $27

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