A Client Services Representative researches and resolves issues and concerns for clients and Sales related to all Hibu products. A representative provides accurate information regarding company products and processes, partners with clients and Sales to resolve claims, and works to retain clients by reselling product value when appropriate.
A Client Services Representative is responsible for answering calls from Client’s and Sales regarding any billing-related concerns the Hibu Support team is unauthorized to handle. A representative processes credit cards and ACH payments made during phone calls or as part of claim resolution. A representative must ensure all clients’ account information is accurate and updated when necessary. Clients’ information is vital as it directly impacts clients’ billing and financial reporting.
Additionally, a Client Services Representative may handle special projects or additional tasks as assigned by management.
Primary Responsibilities:
- Handle appropriate calls as one-call resolutions to increase client satisfaction.
- Must be knowledgeable of Hibu processes and policies.
- Handle incoming phone calls from clients, other departments, and sales, regarding claims, payments, or other general inquiries. Must maintain department service level expectations.
- Conducts a thorough investigation into every claim concern.
- Process advance payment deposits and customer payments via credit card transactions and ACH transactions.
- Research clients’ billing issues and take any specific action required as well as ascertain why the problem occurred.
- Resolve inquiries in a timely manner, adhering to department specific standards.
- Initiate refund requests for clients due to overpayments, credit adjustments, or misapplication of payments. May handle refund requests from other departments.
- Must get appropriate approvals following the Client Services Authority Levels.
- Handles miscellaneous duties as required.
Competencies / Critical Skills:
- Knowledgeable of Hibu processes and policies.
- Strong communication skills, both written and verbal.
- Ability to work independently and multi-task.
- Strong resolution & negotiation skills.
- Excellent organizational skills and must be detail oriented.
- Client for Life mentality - must be able to balance client satisfaction vs. company revenue impacts.
Experience, Qualifications, Technical Requirements, Education:
- Minimum of 2 years’ billing and/or client facing experience preferred.
- Microsoft (Excel, Word, Outlook).
- Strong communication skills, verbal and written.
- Strong analytical skills.
- Ability to prioritize without direct supervision.
- Excellent customer service skills.
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Working with us means joining a team of truly extraordinary people working to improve communities across the country. Joining our team means not only working in a fun environment with smart people, but also being able to take advantage of our competitive compensation, ongoing training, incentives, and generous benefits package.
Learn more about the Hibu culture here: Culture at Hibu
NOTE: Hibu is an Equal Opportunity Employer, and consistent with applicable law, provides reasonable accommodations for qualified individuals with disabilities and disabled veterans in completing our job application process. If you need reasonable accommodation and/or are having difficulty completing our online application process due to a disability you may use the following email address [email protected] : Please include your name and contact information and the title of the position you are interested in. Note: this is not for general employment inquires or correspondence. Hibu will only respond to requests related to those who need assistance with the online application process due to a disability
Skills Required
- Minimum of 2 years billing and/or client-facing experience
- Proficiency with Microsoft Excel
- Proficiency with Microsoft Word
- Proficiency with Microsoft Outlook
- Strong written and verbal communication skills
- Strong analytical skills
- Ability to prioritize without direct supervision
- Excellent customer service skills
- Ability to work independently and multi-task
- Strong resolution and negotiation skills
- Excellent organizational skills and attention to detail
- Knowledge of company processes and policies (Hibu)
Hibu Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hibu and has not been reviewed or approved by Hibu.
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Strong & Reliable Incentives — Sales compensation offers a base plus uncapped commissions, monthly bonuses, expense allowances, mileage reimbursement, and recognition like an annual President’s Club Trip. Earning potential is portrayed as high for those who are fully dedicated and able to meet or exceed targets.
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Healthcare Strength — Benefits include comprehensive medical, dental, and vision coverage along with supplemental protections such as life, AD&D, and long‑term disability. An Employee Assistance Program is also highlighted as part of the offering.
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Leave & Time Off Breadth — Paid time off and 11 paid holidays are emphasized, with multiple mentions of a generous vacation plan and personal time. Training time and hybrid work arrangements are noted as supportive of using time off in some roles.
Hibu Insights
What We Do
Hibu Inc. is a leading provider of digital marketing solutions to local businesses across the US. Through a comprehensive portfolio of services including digital listings management, website development and management, search engine marketing and optimization, online and mobile display, social campaign creation and management, and directories, Hibu helps businesses compete and succeed. Providing one-on-one service, expertise, and transparency, Hibu has simplified the digital marketing process allowing clients to partner with a single marketing services provider to achieve their marketing objectives -- saving them time, frustration and money. Hibu is a Facebook Marketing Partner, Google Premier Partner, Yahoo Preferred Partner and Bing Select Partner.
