Billing Analyst

CallTower, Inc. • Knoxville, TN

32d • $57,000 - $71,000

About The Position

The Billing Analyst is responsible for daily maintenance of the billing system and for accurately capturing and applying charges to customer services. The role requires knowledge of billing platform functionality and processes, attention to detail, and the ability to work across multiple systems. Working with the Billing Manager, the analyst helps maintain the billing system and ensure accurate, timely monthly client billings, while supporting a positive customer experience when billing disputes arise.

The analyst processes onboarding orders, MACDs, catalog service conversions, offboarding and location account terminations, and contract renewals. The position also supports monthly bill closes, reporting, provisioning and billing integrations, vendor relationships, process documentation, customer issue resolution, and billing system guidance for other departments. The analyst evaluates billing procedures, escalates system issues, works independently and collaboratively, and backs up the Billing Manager as needed.

Requirements

• Bachelor’s degree or additional relevant experience.
• At least 3 years of billing experience.
• Ability to maintain and update billing systems and processes.
• Self-motivated, with strong time-management skills.
• Detail-oriented, with computational accuracy and character strength.
• Excellent written and verbal communication, active listening, and comprehension skills.
• Comfort working in a dynamic, technically focused organization with a rapidly expanding and changing customer base.
• Strong individual-contributor, organizational, and communication skills.
• Ability to collaborate across departments and take ownership of the role and projects.
• Track record of meeting deadlines while managing multiple projects.
• Proficiency in Microsoft Excel, including pivot tables and VLOOKUP tables.

Responsibilities

• Maintain the billing system daily and help ensure accurate, timely client billings.
• Assist with monthly bill closes.
• Process onboarding orders, verify data syncing from CT systems to the billing system, and apply manual charges when needed.
• Improve the onboarding process in Salesforce and the billing system.
• Process MACDs and apply manual charges as required.
• Process catalog service conversions, verify product and pricing accuracy, and coordinate with other departments as needed.
• Process offboarding and location billing account terminations.
• Process contract renewals and apply updated charges as directed by inside sales; maintain contract details in Salesforce.
• Work with Development to implement Customer Pricing Override entries to correct syncing or quoting issues.
• Attend cross-functional meetings as needed.
• Provide project-based or ad hoc reporting.
• Assist with provisioning and billing system integration projects.
• Assist with the billing vendor relationship and escalate system issues to the vendor for resolution.
• Assist with process documentation.
• Help resolve customer billing disputes and issues while balancing customer experience with CallTower’s financial health.
• Promote efficient and effective billing processes and system operation.
• Provide billing system navigation, information, or interpretation assistance to other departments.
• Analyze and update monthly billing procedures.
• Back up the Billing Manager as needed.
• Manage workload independently and collaboratively, including handling multiple projects and meeting deadlines.

Benefits

• Annual market compensation evaluation.
• Employer-paid medical plans (HDHP and PPO options), with 85% of the cost paid by the employer.
• Dental and vision coverage.
• PTO accrual beginning on day one.
• 100% 401(k) match on the first 4%.
• Paid parental leave.
• Employer-paid life insurance, long-term disability, EAP, telehealth, and Gympass.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level