Client Services Lead
Company Name:
Billtrust
Billtrust is a company that leverages leading technology and a commitment to service to support one of the strongest client lists in business. Respected brands like Kraft Foods, CDW, Toshiba, and Stanley Black & Decker rely on us to handle the presentment and payment of their invoices each and every day. Becoming the premier organization in our industry is the result of continuous innovation and contribution by a team with diverse skills and high aspirations.
It's not just clich . The heart of Billtrust is its people. Our executives know it, our co-workers believe it, and our clients recognize it. Billtrust is enjoying remarkable success with 50% year over year growth over the past 5 years. And, we're transforming the billing industry with leading-edge technologies that enable us to deliver our services from the cloud. Our team members not only drive that expansion, they benefit by it with empowerment and rewarding professional progress.
Billtrust: where talent and opportunity meet. Work Hard. Have Fun. Make History
Position
Summary:
The Client Services Lead will be a key member of the Billtrust Customer Support team and will report directly to the Manager of Customer Support. Coaching and development of the team members and extraordinary customer satisfaction results are paramount to the success of this leadership role. Being passionate about the customer experience and showing a commitment to creating unparalleled customer loyalty is essential to be part of the Billtrust team.
Assisting with the supervising a team of 10-15 Customer Support Specialists that are responding to customer inquiries and resolving complex technical work cases.
Be accountable for the team's key performance metrics and delighting Billtrust's customers through the delivery of extraordinary customer support and customer nurturing.
Has a broad working knowledge of company systems, products, processes and applications
Being a part or our leadership team, this role is expected to foster a customer-centric culture and lead by example.
Proven success within a customer support team that is highly technical in nature
Strong technical skills including knowledge of Microsoft office and demonstrated understanding of technologies, system capabilities/limitations
Ability to utilize technology systems to initiate and complete customer support issues and handle customer requests
Experienced and proficient in following systems processes and documenting new processes
Solutions oriented with the ability to perform root cause analysis on issues to determine the why behind the issue
Proven leadership ability; strong ability to get involved in coaching and mentoring team members
Strong tactical skills; ability to set and manage priorities
Excellent interpersonal, verbal and written communications skills; attention to detail
Ability to motivate in a team oriented, collaborative environment
Superior analytical, evaluative and problem solving abilities
Ability to interact and effectively answer inquiries from Billtrust's CEO and Senior Leaders
Creative thinker capable of thinking outside the box; Independent thinker, problem solver, resourceful with excellent follow up skills
Must have exemplary customer support skills and be a role model for customer service delivery to the customers, within the team, and to the organization. Demonstrated service delivery awards or recognition highly preferred
We offer:
Competitive salary and stock options
Medical, dental, vision, long term disability and life insurance
401(k) with company match
Flexible spending account
Open Paid Time Off policy
Fast-paced work environment with minimal bureaucracyEstimated Salary: $20 to $28 per hour based on qualifications.
Billtrust
Billtrust is a company that leverages leading technology and a commitment to service to support one of the strongest client lists in business. Respected brands like Kraft Foods, CDW, Toshiba, and Stanley Black & Decker rely on us to handle the presentment and payment of their invoices each and every day. Becoming the premier organization in our industry is the result of continuous innovation and contribution by a team with diverse skills and high aspirations.
It's not just clich . The heart of Billtrust is its people. Our executives know it, our co-workers believe it, and our clients recognize it. Billtrust is enjoying remarkable success with 50% year over year growth over the past 5 years. And, we're transforming the billing industry with leading-edge technologies that enable us to deliver our services from the cloud. Our team members not only drive that expansion, they benefit by it with empowerment and rewarding professional progress.
Billtrust: where talent and opportunity meet. Work Hard. Have Fun. Make History
Position
Summary:
The Client Services Lead will be a key member of the Billtrust Customer Support team and will report directly to the Manager of Customer Support. Coaching and development of the team members and extraordinary customer satisfaction results are paramount to the success of this leadership role. Being passionate about the customer experience and showing a commitment to creating unparalleled customer loyalty is essential to be part of the Billtrust team.
Assisting with the supervising a team of 10-15 Customer Support Specialists that are responding to customer inquiries and resolving complex technical work cases.
Be accountable for the team's key performance metrics and delighting Billtrust's customers through the delivery of extraordinary customer support and customer nurturing.
Has a broad working knowledge of company systems, products, processes and applications
Being a part or our leadership team, this role is expected to foster a customer-centric culture and lead by example.
Proven success within a customer support team that is highly technical in nature
Strong technical skills including knowledge of Microsoft office and demonstrated understanding of technologies, system capabilities/limitations
Ability to utilize technology systems to initiate and complete customer support issues and handle customer requests
Experienced and proficient in following systems processes and documenting new processes
Solutions oriented with the ability to perform root cause analysis on issues to determine the why behind the issue
Proven leadership ability; strong ability to get involved in coaching and mentoring team members
Strong tactical skills; ability to set and manage priorities
Excellent interpersonal, verbal and written communications skills; attention to detail
Ability to motivate in a team oriented, collaborative environment
Superior analytical, evaluative and problem solving abilities
Ability to interact and effectively answer inquiries from Billtrust's CEO and Senior Leaders
Creative thinker capable of thinking outside the box; Independent thinker, problem solver, resourceful with excellent follow up skills
Must have exemplary customer support skills and be a role model for customer service delivery to the customers, within the team, and to the organization. Demonstrated service delivery awards or recognition highly preferred
We offer:
Competitive salary and stock options
Medical, dental, vision, long term disability and life insurance
401(k) with company match
Flexible spending account
Open Paid Time Off policy
Fast-paced work environment with minimal bureaucracyEstimated Salary: $20 to $28 per hour based on qualifications.
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