Unlock Your Potential as a Customer Care Specialist - FinOps at Smartsheet
Smartsheet, a pioneering cloud-based platform for work execution, is seeking a highly skilled and motivated Customer Care Specialist - FinOps to join their team on a remote basis. As a key member of the Customer Care team, you will be the primary point of contact for finance-related inquiries from Smartsheet customers, providing top-notch support and ensuring a great customer experience.
About Smartsheet and the Role
Founded in 2005, Smartsheet has revolutionized the way teams and organizations work, empowering them to plan, capture, track, automate, and report on work at scale. With a commitment to delivering exceptional customer experiences, Smartsheet is looking for a Customer Care Specialist - FinOps to manage follow-up on customer service ticket queries, phone calls, and voicemails related to finance and operations.
As a Customer Care Specialist - FinOps, you will report to the Manager of FinCare located in Smartsheet's Bellevue office. You will be responsible for researching, responding to, and resolving customer inquiries within 48 hours, prioritizing based on customer impact. Your expertise will be crucial in addressing customer payment and invoice questions, assisting with desired changes to their accounts, and providing support to Smartsheet employees.
Key Responsibilities
- Research, respond to, and resolve customer inquiries within 48 hours, prioritizing based on customer impact.
- Answer customer payment and invoice questions, providing clear and concise solutions.
- Assist customers with desired changes to their accounts, ensuring a seamless experience.
- Support Smartsheet employees with finance-related queries and problems.
- Provide exceptional customer experiences, ensuring timely, complete, and accurate resolutions.
- Resolve difficult or complicated challenges diplomatically, balancing customer needs with Smartsheet's interests.
- Maintain high-quality work standards, including timeliness, completeness, and accuracy.
- Perform other tasks as assigned by the Manager of FinCare.
Essential Qualifications
To succeed in this role, you will need:
- A High School Diploma or GED.
- Experience with Service Ticket/Case systems, preferably in a customer-facing role.
- Familiarity with ERP systems and data entry processes.
- At least 1 year of customer service experience, with a proven track record of delivering exceptional support.
- Excellent verbal and telephone communication skills, with the ability to articulate complex solutions clearly.
- A typing speed of 50+ words per minute with high accuracy.
- Regular and predictable attendance, with a commitment to being available during core hours.
Preferred Qualifications
While not mandatory, the following qualifications will set you apart:
- Experience working in a cloud-based industry or with a similar platform.
- Familiarity with Smartsheet or similar project management tools.
- Previous experience in a FinOps or finance-related role.
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
Skills and Competencies
To excel as a Customer Care Specialist - FinOps, you will need:
- Strong customer service skills, with a customer-centric approach.
- Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders.
- Analytical and problem-solving skills, with the ability to troubleshoot complex issues.
- Attention to detail, with a focus on accuracy and quality.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple inquiries.
Career Growth Opportunities and Learning Benefits
At Smartsheet, you will have access to numerous opportunities for professional growth and development. As a Customer Care Specialist - FinOps, you will:
- Develop expertise in FinOps and customer service, enhancing your skills and knowledge.
- Work with a talented team of professionals, learning from their experiences and best practices.
- Participate in training and development programs, including access to LinkedIn Learning online courses.
- Take advantage of Company Funded Perks, including a counseling membership, primary care membership, and local retail discounts.
Work Environment and Company Culture
Smartsheet is committed to fostering an inclusive environment that encourages, supports, and celebrates diverse voices. As a remote team member, you will:
- Enjoy a flexible work arrangement, with the ability to work from any registered location in the U.S.
- Be part of a talented and dedicated team, with opportunities for collaboration and knowledge sharing.
- Have access to a range of benefits, including HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options.
- Participate in a culture that values innovation, authenticity, and support.
Compensation, Perks, and Benefits
Smartsheet offers a competitive salary and a comprehensive benefits package, including:
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options.
- 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.
Join the Smartsheet Team
If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. As a Customer Care Specialist - FinOps at Smartsheet, you will be part of a talented team driving innovation and growth. Apply now and take the first step towards a rewarding career with a leading cloud-based platform.
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment. We welcome diverse perspectives and people who aren't afraid to be innovative. If your experience doesn't precisely match our job description, we still encourage you to apply - your unique skills and background may be just what we're looking for.
Apply Now