Customer Care Agent I

Description

• Help customers manage billing needs through Billtrust, including taking payments and resending invoices.
• Build trust with customers and internal teams by communicating clearly and proactively.
• Capture and share customer feedback and service gaps to continuously improve our customer experience.
• Be the first point of contact for customers — resolving questions, concerns and requests received via phone, email, chat and web form with professionalism and empathy.
• Identity theft monitoring
• Serve as a product ambassador — responding to inquiries from customers about new installation products and solutions.
• Support our marketing and sales teams by ensuring accurate and timely follow-up of inbound leads.
• Contribute to team projects and support business initiatives as needed.
• Use our Customer Relationship Management (CRM) system to document interactions and route customer needs to the appropriate team for resolution.
• Partner closely with regional teams to resolve customer complaints quickly and thoroughly.
• Proactively identify revenue-generating opportunities through conversations and interactions, creating leads in CRM.
• Consistently meet or exceed quality and productivity targets.

Requirements

• Bachelor’s degree preferred, or equivalent combination of education and experience.
• 1-year related experience; or an equivalent combination of education and experience
• A knack for solving problems creatively and critically.
• 1+ year of customer service, sales support, or related experience.
• Experience with marketing automation tools is a plus.
• A collaborative spirit — you thrive in a team and communicate clearly.
• Tech-savvy, with proficiency in Microsoft Office and familiarity with CRM systems (preferred).
• Strong time management and organizational skills.
• A customer-first mindset and the ability to listen, empathize, and act quickly.

Benefits

• 11 paid holidays each calendar year (10 fixed, 1 floating)
• Company-paid basic life insurance and AD&D
• Tuition reimbursement
• Medical, dental, and vision coverage
• Company-paid Employee Assistance Program (EAP)
• 15 days of vacation per year
• Paid sick leave, per company policy
• Company-paid short- and long-term disability insurance
• Optional life and AD&D coverage
• Health savings account (HSA)
• Flexible spending accounts (FSA)
• Supplemental medical plans
• Optional spouse and dependent life insurance
• Up to six weeks of paid parental leave (available after successful completion of 90 days of full-time employment)
• 401(k) Retirement Savings Plan with company match: Employees can contribute a portion of their pay on a pre-tax or Roth basis. The company provides a dollar-for-dollar match on the first 5% contributed.
• Pet insurance

Training + Development

Interview process

Visa Sponsorship

Security clearance