Customer Experience Specialist

Fullsteam • Portland, OR

23h • Hybrid

About The Position

Fullsteam is a leading provider of vertical software and embedded payments technology, dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, Fullsteam is committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. ISI Software, part of the Fullsteam organization, is a leading provider of business management and billing software solutions for the fast lube industry. The Customer Experience Specialist role is critical to protecting revenue, ensuring billing accuracy, and maintaining customer satisfaction, serving as a central link between Finance, Sales, Customer Success, and Support. The ideal candidate will manage billing, account updates, payments, reporting, and enterprise collections, while supporting special projects, process improvements, and operational efficiency. This position requires strong analytical skills, attention to detail, and excellent communication, as well as the ability to work independently in a fast-paced, dynamic environment.

Requirements

• 2+ years of experience in billing, finance, and administrative operations.
• Proficiency in Salesforce, NetSuite, and Microsoft Office (Excel, Word, Outlook).
• Strong understanding of billing, invoicing, collections, and month-end financial processes.
• Excellent communication, customer service, and cross-functional collaboration skills.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Integrity and accuracy in handling sensitive financial and customer information.
• Strong analytical skills.
• Problem-solving skills.
• Adaptable and proactive, capable of working independently in a fast-paced environment.

Responsibilities

• Manage billing, recurring subscriptions, and account updates, including new installs, upgrades, and changes in Salesforce and NetSuite.
• Support enterprise collections, including follow-up on outstanding invoices for enterprise customers.
• Process payments (check, ACH, wire, credit card) and maintain accurate financial records.
• Handle customer inquiries and escalations, providing resolution or routing to the appropriate team.
• Produce monthly statements, credit memos, journal entries, and special reports for internal and external stakeholders.
• Support special projects and process improvements, including data cleanup, policy updates, and internal reporting.
• Maintain accurate documentation of processes and procedures to support operational efficiency.
• Assist with minor administrative or reception tasks as needed, such as directing calls or handling mail.
• Proficiently use Microsoft Excel, Word, Outlook, and other standard office software to manage reporting, data entry, and communication tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees