Job description

•    Total accountability for a positive customer experience
•    Achieves and maintains proficiency with the capabilities of Bottomlines software as a service applications as well as corresponding system and software changes
•    Remaining available to receive calls - at desk and logged in to phone syste m (handles average 30-40 inbound calls, 20 emails daily)
•    Documents call transactions, processes and methodologies used to diagnose and resolve the customers issues within the appropriate CRM tool
•    Manage and maintain timelines for issue resolution
•    Has ability to develop and maintain customer relationships
•    Documents software defects and works with internal departments to escalate or resolve
•    Assists with identifying root cause of problems; manages and resolves issues in a constantly changing environment
•    Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships