Billing Analyst

CallTower • Knoxville, TN

2d

About The Position

The Billing Analyst is responsible for daily maintenance of the billing system and for accurately capturing and applying charges for customer services. The role works with the Billing Manager to maintain the billing system and ensure accurate, timely monthly client billings, while providing a positive client experience when billing disputes arise. It requires attention to detail and the ability to work across multiple systems and departments.

The Billing Analyst supports billing operations, onboarding and offboarding, contract renewals, billing integrations, reporting, process improvement, vendor coordination, and customer issue resolution. The position also provides billing-system guidance to other departments 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 billing processes.
• Self-motivated, with strong time-management skills.
• Detail-oriented, with computational accuracy and strong character.
• Excellent written and verbal communication, active listening, and comprehension skills.
• Strong organizational and communication skills, collaboration skills, and ability to work across departments.
• Ownership mindset and ability to meet deadlines while handling multiple projects.
• Proficiency in Microsoft Excel, including pivot tables and VLOOKUP.
• Ability to work in a dynamic, technically focused organization with a rapidly expanding and changing customer base.
• Analytical, proactive, adaptable, collaborative, creative, and able to thrive under pressure.

Responsibilities

• Maintain the billing system daily and help ensure efficient, effective billing processes and system operation.
• Assist with monthly bill closes.
• Process onboarding orders, verify data synchronization from CT systems to the billing system, and apply manual charges when necessary.
• Refine and improve onboarding processes in Salesforce and the billing system.
• Process MACDs and apply manual charges as required.
• Process catalog service conversions, ensuring products and pricing are accurate and billing correctly; engage other departments as needed.
• Process offboarding and location billing account terminations.
• Process contract renewals and apply updated billing-system charges as directed by Inside Sales; maintain contract details in Salesforce.
• Engage Development to implement Customer Pricing Override entries to correct synchronization or quoting issues.
• Attend cross-functional meetings as needed and provide project-based or ad hoc reporting.
• Assist with provisioning and billing-system integration projects, billing vendor relationships, and process documentation.
• Help resolve customer disputes and issues while balancing customer experience with the company’s financial health.
• Engage the billing-system vendor to escalate and resolve system issues.
• Work independently and collaboratively, taking a self-directed approach to workload.
• Provide billing-system navigation, information, and interpretation to other departments.
• Analyze and update monthly billing procedures.
• Back up the Billing Manager as needed.

Benefits

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

What This Job Offers

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