Customer Care Specialist, FinOps (Remote Eligible)

The Customer Care Specialist manages follow up of Smartsheet Customer Care team inbound Customer service ticket queries, phone calls, and voicemails. You will be the first line of interaction with all Finance queries regarding Smartsheet. You will help with customer questions, employee inquiries, and other assignments.
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.
You will report to our Manager of FinCare located in our Bellevue office.
You Will:
? Research, respond to and resolve inquiries from our Customers within 48 hours of receiving the inquiry, prioritizing based on the customer impact.
? Answer Customer payment and invoice questions.
? Assist Customers with desired changes to their account.
? Assist Smartsheet Employees with questions, and problems.
? Provide for a great Smartsheet Customer experience.
? Resolve difficult or complicated challenges diplomatically to best assist the Customer and Smartsheet.
? Quality of work to include timeliness, completeness, and accuracy.
? Other tasks as assigned.
You Have:
? High School Diploma/GED required.
? Experience with Service Ticket/Case systems.
? Experience with ERP systems.
? Experience with Data Entry.
? 1+ years of Customer Service experience.
? Excellent verbal and telephone skills.
? Type 50+ words per minute with high accuracy.
? Regular and predictable attendance is a function of the job.
Perks & Benefits:
? HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
? Equity - Restricted Stock Units (RSUs) with all offers
? Lucrative Employee Stock Purchase Program (15% discount)
? 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
? Monthly stipend to support your work and productivity
? Flexible Time Away Program, plus Incidental Sick Leave
? Up to 24 weeks of Parental Leave
? Personal paid Volunteer Day to support our community
? Opportunities for professional growth and development including access to LinkedIn Learning online courses
? Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
? Teleworking options from any registered location in the U.S. (role specific)
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We?re looking for people who are driven, authentic, supportive, effective, and honest. You?re encouraged to apply even if your experience doesn?t precisely match our job description?if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren?t afraid to be innovative?join us!