Bilingual Customer Service Representative

Invoice Cloud

Brownsville, TX, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/08/2021
  • Website: invoicecloud.net
  • Company Address: , Braintree, MA

About Invoice Cloud

Overview
Invoice Cloud™ provides Trusted, Secure E-Payments and highest adopting Electronic Bill Presentment and Payment (EBPP) Solutions. Our flexible platform and integration options make us the leading product choice across a broad range of payment needs and industries, including municipalities, utilities, insurance and healthcare.

Invoice Cloud is a high growth company focused on delivering best of breed EBPP services and integrated payment solutions that assist clients in achieving greater efficiency with billing and payments, reducing costs through paper suppression and improving collections with online payment options. Clients additionally benefit from having a simple user interface, easy payment reconciliation, frequent customer communications and a self-service paperless program.

The Invoice Cloud suite of e-payment solutions includes: mobile, web, text, Interactive Voice Response (IVR), kiosk, over the counter and Online Bank Direct, plus options for automatic, one-time, flexible and scheduled payments with debit, credit and e-check. Invoice Cloud has over 15,000 clients in all 50 states in the USA.

Job Description

Background

Have you ever been online trying to pay a bill, and thought to yourself: “why are you making it so hard to give you my money?” This the problem we’ve solved for over 2,000 companies across multiple verticals – primarily utilities, local government, insurance, and consumer finance organizations.

InvoiceCloud is a fintech solution leading the digital transformation of legacy industries. Our mission is to bring the Fortune 50 payment experience (i.e. when you’re online paying your AMEX bill or going through the Amazon.com checkout process) to organizations who seek to drive better customer engagement, lower costs, and transform how they engage with their customers.

InvoiceCloud is part of EngageSmart, a vertical solutions company raising the standard for the everyday, essential tasks and services that are the building blocks for great customer relationships. We believe that every time someone says “isn’t should be this hard,” they are right.

Our unique and innovative technology combined with our relentless focus on customer success has created incredible growth. Invoice Cloud was #902 on the 2018 Inc 5000 list, with a 3-year growth of 550%.

Mission

Invoice Cloud is a partner-first organization. We drive over 80% of our annual revenue through partner channels that include revenue share and co-sell models.

Mission

We are looking for a friendly, energetic and dedicated Bilingual Customer Service Representative to join our growing team. This position is responsible for prompt, courteous, and thorough assistance to payers and clients using the telephone and other access points. This role is responsible for answering all incoming calls and emails and tickets, handling customer questions and concerns/complaints, and escalating calls as need. Candidates should have an outgoing and positive demeanor, a positive work ethic, and have a track record of working well with others in a team environment. We prefer applicants who have some customer service experience; however, we are willing to train the right person.

Outcomes

First 30 days  

  • Learn the basics of the PSN platform and use systems to assist payers
  • Understand the basic processing methodologies of echeck versus credit card
  • Work with experienced customer service representative to understand call flow, become familiar with how to assist payers using the available system and observe the customer experience
  • Ability to identify and assess customer needs to achieve satisfaction
  • Use your resources and ask for assistance when needed to ensure accuracy when assisting the payer.
  • Demonstrate proficiency in assisting payers
    • registration of services (Web, Phone and Mobile)
    • assisting payers with making payments (Utility, Citation, Tax, Rent etc.)
    • assisting payers with setting up auto-pays
  • Demonstrate the ability to assist a payer in troubleshooting website and IVR navigation
  • Efficiently and accurately make eCheck and credit card payments for payers
  • Demonstrates ability to follow standard scripts while assisting payers, including masking confidential information appropriately
  • Provide accurate, valid and complete information by using tools provided
  • Review calls with manager/ team lead to discuss what went well and identify areas for improvement in call interactions

First 90 days

  • Manage and resolve payer issues/complaints; escalating to appropriate resources as needed
  • Meet/exceed the customer service standards for CSRs
  • Receive exposure to basic reports processed by the Tier 2 team (Hold Report, Duplicate Payment Report)
  • Receive exposure to payer customer service emails and tickets
  • Become knowledgeable and proficient addressing payment rejections and declines

Ongoing

  • Become proficient at assisting the Tier 1 team with questions using GLIP
  • Become proficient at processing the basic reports (Hold Report and Duplicate Payment Reports)
  • Receive exposure to additional reports processed by the tier 2 team (PCS, Audit, ACH, Bank Bill Pay)
  • Become knowledgeable and proficient at communicating with payers via email and ticketing system
  • Become proficient addressing payers’ questions and payment options
  • Proactively assessing where help is need: phones, emails, GLIP, reports and taking the initiative to assist
  • Reaching out to teammates and asking questions to ensure we get it right the “first time”
  • Live payers are the company’s source of revenue. It is imperative for the Customer Service Representatives to maintain a sense of urgency to assist payers and solve issues to accomplish this goal
  • The candidate must use excellent interpersonal skills to assist clients and solve issues
  • Maintaining a good working relationship with all team members and be able and willing to assist where ever and whenever needed to best serve our payers.

Competencies

  • Excellent communication skills are essential
  • Problem-solving skills/abilities
  • Ability to multi task and strong organizational skill
  • Attention to details and accuracy
  • Proactive and sense of urgency in assisting our payers and clients
  • Good judgement skills

Who We Seek: 

  • Minimum of 1 - 2 year's previous CSR experience is preferred
  • Bilingual (Spanish & English)
  • Strong computer skills including familiarity with the Internet (Windows environment) are required
  • Customer focused individual with a sense of urgency around assisting callers
  • Ability to problem solve

Invoice Cloud is an Equal Opportunity Employer.  

Invoice Cloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.