Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.
Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!
Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!
Are you ready to make your mark?
About The Role:
We are seeking someone who loves to be the first point of contact for our customers regarding any issues a customer may have with their account. We take pride in our customer satisfaction and building customer loyalty; this position requires a candidate with the soft skills to be able to effectively and professionally communicate with customers and partners of all levels. Bring your stellar and high-quality service experience to a role where you will work with exemplary professionalism in a fast, friendly and positive manner.
As the newest member of our Billing Team, you will be working alongside a small, talented and passionate group. You will be responsible for providing customer service and billing support to our UCaaS SMB customer-base via inbound phone calls, emails, and outbound follow-up.
What you will be doing:
- Answering customer phone calls and email cases in a timely manner, in-line with company and department goals
- Documenting each customer interaction in our ticketing database (Oracle)
- Explaining billing processes and procedures
- Working directly with the customer service team and collaborating with the Technical Support staff, Sales, and members of other departments to ensure a positive customer experience
- Verifying authorization to release information about accounts
- Placing credits, refunds, and charges on accounts
What you will bring to the role:
- Associates Degree in related field, Bachelor’s Degree Preferred
- Minimum 2 years’ experience in Customer Service, Billing or Call Center environment
- Billing support experience is highly preferred, including in-depth research, credit, refund, and payment-processing
- Excellent data entry, proofreading, organizational, phone and communications skills
- Ability to meet and/or exceed call center metrics (AHT, ASA, CSAT, FCR, etc.)
- Must work well in team atmosphere and have excellent oral and written communication skills
- Must have strong attention to detail, and the ability to deliver in a fast-paced environment
- Telecom, VoIP, Networking, or Communications experience preferred
- Must have exceptional organizational, critical thinking, and analytical skills
- Strong computer skills required, with demonstrated competency in Windows, Internet, PC support, and MS Office, proficient in Excel, and the ability to type 35wpm
Diversity, Inclusion, and Equal Opportunity
About
To explore other opportunities check out our careers page: https://www.intermedia.com/about-us/careers
Skills Required
- Associate degree in a related field
- Bachelor's degree
- At least 2 years of experience in customer service, billing, or a call center environment
- Billing support experience, including research, credits, refunds, and payment processing
- Excellent data entry, proofreading, organizational, telephone, and communication skills
- Ability to meet or exceed call center metrics such as AHT, ASA, CSAT, and FCR
- Strong oral and written communication skills and ability to work in a team environment
- Strong attention to detail and ability to work in a fast-paced environment
- Telecom, VoIP, networking, or communications experience
- Exceptional organizational, critical thinking, and analytical skills
- Strong computer skills, including Windows, Internet, PC support, Microsoft Office, and Excel
- Typing speed of at least 35 words per minute
Intermedia Cloud Communications Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Intermedia Cloud Communications and has not been reviewed or approved by Intermedia Cloud Communications.
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Healthcare Strength — Comprehensive medical, dental, vision, mental-health services, wellness programs, and an Employee Assistance Program are consistently highlighted as part of the package. Feedback suggests coverage is broad for employees and families.
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Leave & Time Off Breadth — Generous PTO, paid holidays, and parental leave are emphasized, supporting work-life balance and time away when needed. Feedback suggests these policies are a standout aspect of the total package.
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Retirement Support — A 401(k) with company match and retirement planning options are called out as meaningful financial benefits. Feedback suggests these programs are valued alongside base pay.
Intermedia Cloud Communications Insights
What We Do
Intermedia is the cloud communications company that helps over 135,000 businesses connect better – through voice, video conferencing, chat, contact center, business email and productivity, file sharing and backup, security, archiving, and more – from wherever, whenever. We strive to eliminate the need for multiple communications service providers with a seamlessly integrated portfolio of communications and collaboration solutions – all delivered through one highly reliable and secure platform. With month-to-month contract options, one monthly bill, one intuitive point of administrative control, and having been certified by J.D. Power seven times for providing “An Outstanding Customer Service Experience," Intermedia is committed to providing enterprise-grade products to businesses of all sizes through a simple, Worry-Free Experience. As a partner-first company, Intermedia goes to work for over 7,500 channel partners by providing a comprehensive set of programs, resources, and support to help them grow their revenue and maximize their success. Programs include our Customer Ownership Reseller (CORE™) model – which enables partners to resell, package, and manage Intermedia's solutions as if they were their own, while benefiting from highly attractive economic terms and maintaining ownership of their customer relationships – as well as agent models. Intermedia is also proud to be the exclusive cloud communications platform provider for NEC, a leader in global market share for unified communications with an estimated 80+ million business phone users worldwide. Recent Awards: • J.D. Power Certified Assisted Technical Support Program – 2023, 2021, 2020, 2019, 2018, 2017, 2016 • Inc. Magazine’s Best Workplaces of 2021 • PCMag Editor’s Choice – Intermedia Unite • PCMag Editor’s Choice – Intermedia AnyMeeeting • PCMag Editor’s Choice – Intermedia Hosted Exchange • CRN - 5-Star Partner Program - 2023, 2022 • CRN’s Cloud Computing Product of 2022, 2021 – Intermedia Unite
