Participate in interviewing, hiring, and training of new staff members.
Perform managerial tasks such as approve time off, assist with workload reassignment and phone queue management / work schedules.
Analyze call center metrics to meet KPIs and improve processes.
Assist with escalated cases by requesting necessary resources and aiding in resolution.
Serve as the point of escalation for complex tickets requiring advanced knowledge.
Work with the Biller Support team to initiate the Incident Process.
Find key issues and work with leadership to design resolution paths.
Conduct performance evaluations and provide regular constructive feedback.
Help create and send biller and payer communications (calls, emails, and ticket reviews)
Perform other duties as assigned.
Goals
First 30 Days
Gain a complete understanding of the company’s SaaS solutions, payment processing, and internal systems.
Attend training, review all provided materials, and complete quizzes.
Shadow team members to learn how to handle biller/payer calls and emails.
First 60 Days
Complete Internal Certification Program
Start assisting with and gaining an understanding on solving tickets and emails from billers.
Take phone calls on the assigned schedule to gain a complete understanding of support processes.
First 90 Days
Review and become familiar with support metrics.
Start assisting with escalations and incident management.
Ongoing
Generate weekly and monthly reports.
Evaluate and plan for support improvement.
Manage all escalations and debrief the manager.
Assist team members by removing barriers to case resolution.
Keep an ongoing pulse on call queues.
Competencies
Understanding of SaaS technology and basic funding flows e.g. ACH and Credit Card.
Experience with Customer Support metrics.
Customer-driven, results-oriented, and focused.
Outstanding verbal, written, presentation, and interpersonal skills.
Self-starter with a demonstrated ability to achieve results as part of an effective team.
Excellent time management, organizational, and planning skills.
Proficient with Microsoft Office Suite or related software.
Education and Experience
A Bachelor’s degree or a minimum of 10 years of relevant work experience.
At least five years of experience in customer service, preferably in the software/technology industry.
At least two years of related experience in a supervisory position is preferred.
Experience with electronic payment processing, banking, ACH processing, and merchant card processing is a plus.
InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race, color, religion, age, sex, nationality, disability, genetic information, veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected under applicable laws.
This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.
If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact jobs@invoicecloud.com.
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For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employees, or any other company location. InvoiceCloud is not responsible for any fees associated with unsolicited submissions.
