Customer Experience Billing Specialist

HUNTER COMMUNICATIONS•Central Point, OR

About The Position

The Customer Experience Billing Specialist interfaces directly with customers and support personnel, making account updates in billing CRM systems to help ensure a smooth customer experience after service installation. The role handles daily customer emails and occasional inbound and outbound calls, accurately processes account and billing updates, and provides customer service while meeting key performance indicator goals. The specialist processes daily billing tasks for timely, accurate invoicing of internet services; researches and resolves billing discrepancies, disputes, complaints, and inquiries; and follows up with customers promptly. The role supports billing system enhancements, researches client inquiries and aging accounts, and contacts clients about payments. It also involves troubleshooting or escalating problems, maintaining professional customer communications across telephone, chat, and email, and taking ownership of additional requests and projects as assigned by leadership.

Requirements

High school diploma or GED certificate.
Knowledge of commonly used telecommunications concepts, practices, and procedures.
Ability to follow instructions and pre-established guidelines.
A proven track record of successfully resolving customer issues.
Strong attention to detail and documentation skills.
Ability to work independently and multitask.
Strong verbal communication skills.
General knowledge of computers, internet and phone features, and basic telephony.
Experience with computers and software such as Google Suite and Microsoft programs.
Ability to communicate effectively, solve problems, and accomplish organizational goals while taking ownership of new and different requests.

Responsibilities

Accurately process daily billing tasks to ensure timely and correct invoicing for internet services.
Identify, research, and resolve billing discrepancies and customer disputes professionally.
Determine the causes of customer complaints, offer suitable solutions, and follow up promptly.
Provide customer support for billing system enhancements.
Handle customer billing inquiries by telephone, chat, and email in a timely manner.
Research client inquiries and aging accounts, and contact clients regarding payments.
Respond professionally and promptly to customer emails about billing questions, account balances, and payment arrangements.
Troubleshoot and resolve problems or escalate them in a timely manner using consistent, standard approaches.
Take ownership of requests and explore opportunities to add value to job accomplishments.
Complete other projects and duties as assigned by leadership.