Customer Experience Billing Specialist

Description

Better Careers Start Here! 

Join a company that fosters career growth through formal job training and strategic leadership development programs. The amazing career opportunities at Hunter Communications are fueled by our rapidly expanding, state-of-the-art fiber internet and world-class customer service.  

At Hunter Communications, all employees are provided a benefit package including medical, dental, vision, disability coverage, life insurance, and an employee assistance program. We offer very generous vacation, sick, and holiday time off, a 401k program with a generous employer match, and numerous bonus opportunities.  

ABOUT THE ROLE 

The Customer Experience Billing Specialist will be responsible for the direct interface with customers and support personnel. The Billing Representative will complete necessary account updates within the billing CRM  systems to ensure customers have a smooth experience after having services installed. Daily functions will include customer emails, occasional inbound or outbound calls, accurately processing account updates to customer bills/ accounts, while providing great customer service and exceeding key performance indicator goals.

ESSENTIAL FUNCTIONS:

• Billing Process Management: Accurately processing various daily billing tasks to ensure timely and correct invoicing for internet services.
• Issue Resolution: Identifying, researching, and resolving billing discrepancies and customer disputes with a high degree of professionalism.
• Resolve customer complaints by determining the cause of the problem while offering the best solution to solve the problem.  Follow up with customers in a prompt manner.
• Provide customer support for billing system enhancements.
• Handle customer billing inquiries by telephone, chat, and email in a timely manner. 
• Perform research to resolve client inquiries and to bring aging accounts to resolution. Contact clients regarding payments. 
• Customer Email Management: Responding promptly and professionally to customer emails regarding billing questions, account balances, and payment arrangements.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Troubleshoots and resolves or escalates problems to the next level in a timely manner while following consistent, standard approaches.
• Other projects and duties as assigned by leadership.

Requirements

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

• Knowledge of commonly used telecommunications concepts, practices, and procedures.
• Ability to follow instructions and pre-established guidelines.
• Proven track record in successful resolution of customer issues.
• Attention to detail is essential.
• Ability to work independently and multitask.  
• Strong verbal communication skills.  
• Attention to detail and strong documentation skills.

QUALIFICATION STANDARDS:

Education: 

• High School Diploma or GED Certificate required.

Experience:

• General knowledge of computers, internet and phone features and an understanding of basic telephony knowledge.
• Experience with computers and software such as Google Suite and Microsoft programs is required.
• The ability to multitask, effectively communicate, problem solve and accomplish organizational goals by accepting ownership for completing new and different requests. 

Physical Requirements: 

Minimal physical effort under typical office conditions but must occasionally lift and/or move up to 25 lb. Ability to operate standard office equipment. Frequent sitting, talking, hearing and mental concentration for prolonged periods required; use of hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms; specific vision requirements include close vision and the ability to adjust focus, ability to distinguish color in graphs, charts, etc. Must be able to communicate and be understood clearly; hearing ability requirements include ability to interact with employees, the public, elected or appointed officials and outside organizations. 

Hunter Communications provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.