Billing Customer Support Specialist

Who You Are: 

You are able to explain and help others understand the problem and solution. You’re an exceptional communicator who can gracefully break down, solve, and explain even the most complex problems. You are always curious to learn more – you might not know all of the answers, but you're eager to find them. You are not fearful of new technology, a hard worker who gets things done, and you have the ability to switch gears quickly and adjust your priorities and focus appropriately. Most importantly, you LOVE numbers and all things billing! You can easily adapt to change, and work well in a fast-paced, and ever-changing environment.

What You Will Do: 

We’re looking for a Billing Customer Support Specialist to help us on the front-lines. The Billing Customer Support Specialist will contribute to team and company goals by providing human-centric and timely billing support to our customers with a strong emphasis on providing an excellent experience to our customers. You will work under the direction of the Billing Manager and Controller. You will also work closely with the Accounting Team.

How You Will Succeed: 

- Be the primary point-person for incoming billing support requests via email, chat, and/or scheduled phone support

- Perform daily billing tasks including preparation of refunds/credits, issuing invoices, processing of customer account changes, responding to customer billing inquiries, and assisting customers in updating billing information.

- Ensure customer contact information on file is up-to-date and accurate

- Troubleshoot electronic payment failure issues and find resolution

- Complete vendor set up steps with customers (basic company information, banking information)

- Provide project support as requested by management

- Assist in maintenance of written and/or video process documentation for internal billing processes and procedures, as requested by management, with a focus on non-Intake related processes

- Work in a fast-paced environment and meet or exceed our set customer inbound ticket quotas

What We Are Looking For: 

- Must be fluent in written and spoken English

- 1-3 years experience in a customer service role focused on billing 

- Working knowledge of billing concepts, particularly SaaS billing and subscriptions

- Excellent written and verbal communication skills (English required)

- Ability to communicate complexities to customers in a clear, concise way that is easy for them to understand

- Ability to gracefully break down, solve, and explain even the most complex problems

- Ability to manage and resolve customer support requests in a timely and professional manner

- Well-organized with a high degree of accuracy and attention to detail

- Ability to switch gears quickly and adjust priorities and focus appropriately

- Ability to effectively multi-task, manage multiple deadlines, and prioritize assignments

- Adapts easily to change

- Curious to learn more – you might not know all of the answers, but you're eager to find them