Billing Customer Care Representative ~ Hybrid in Bala Cynwyd PA

Connect America•Remote-Pennsylvania, US, PA

23h•$17 - $18•Hybrid

About The Position

Connect America is hiring a Billing Customer Care Representative to support customers with billing questions and account needs. The role handles a high volume of inbound calls and provides accurate, empathetic assistance with invoices, payments, account balances, credits, refunds, and billing transactions. Representatives review and update customer accounts, process payments, investigate billing concerns, document interactions and resolutions, and escalate complex issues when appropriate. The position is hybrid and requires the employee to be local to Bala Cynwyd, Pennsylvania, with on-site work two days each week. The representative works in a fast-paced, phone-based environment, navigating multiple computer systems while speaking with customers and meeting individual and team expectations for quality, productivity, attendance, customer experience, and call handling. The role also requires protecting customer information and collaborating with the team to support departmental and organizational goals.

Requirements

High school diploma or equivalent.
Must be local to Bala Cynwyd, Pennsylvania, for a hybrid position requiring on-site work two days each week.
Ability to work in a fast-paced, phone-based customer service environment with frequent customer interactions.
Proficiency with computer applications and ability to navigate multiple systems while speaking with customers.
Strong verbal and written communication skills.
Commitment to exceptional customer service, including appropriate follow-through, urgency, and accountability.
Strong time-management, organizational, and prioritization skills.
High degree of accuracy and attention to detail.
Ability to learn new processes, systems, and procedures quickly.
Strong problem-solving skills and ability to handle customer concerns professionally.
Ability to work independently and as part of a team.

Nice To Haves

Six months or more of customer service, call center, billing support, or related experience.

Responsibilities

Handle a high volume of inbound customer calls about invoices, payments, account balances, credits, refunds, and billing transactions.
Provide professional, empathetic, accurate customer service during each interaction.
Review customer account information and process payments accurately and efficiently.
Navigate multiple systems while assisting customers by phone.
Document customer interactions, account updates, and resolutions in company systems.
Maintain and update customer account details, contact information, and preferences.
Research billing concerns and pursue timely, accurate resolutions in accordance with company policies and procedures.
Use active listening, problem-solving, and communication skills to identify customer needs and provide solutions.
Resolve concerns professionally while promoting customer satisfaction and retention.
Escalate complex billing issues through appropriate channels when necessary.
Meet individual and team performance expectations for quality, productivity, attendance, customer experience, and call handling.
Protect the confidentiality of customer information and comply with company policies and procedures.
Work effectively with the team to support departmental and organizational goals.