Customer Service Operations Associate, Billing Resolution

Wolters Kluwer • Dallas, TX

5d • Hybrid

About The Position

As a Customer Service Operations Associate, Billing Resolution, you'll engage in a range of operational and administrative tasks to resolve a variety of billing issues while providing excellent customer service. You'll address customer inquiries, monitor operational performance, and collaborate with team members to ensure efficient service delivery. Building on your foundational knowledge in billing, you will help improve our processes and ensure customer satisfaction. In this role, you will report to the Manager, Customer Service Operations, and work a hybrid work schedule (2 days in office, 3 days remotely).

Requirements

• High School Diploma, with two years' of comparable job experience.
• 1+ years' experience in a corporate A/R or billing departments.
• Accounting Skills: Experience with billing or Accounts Receivable processes.
• Analytical Skills: Basic analysis and interpretation of data.
• Customer Service: Enhanced customer interaction capabilities.
• Workflow Coordination: Better understanding of workflow management.
• Detail-Orientation: Maintain attention to nuanced details.
• Basic Reporting: Capability to create and interpret basic reports.
• Time Management: Efficient handling of multiple tasks.
• Problem-Solving: Improved problem-solving abilities.
• Technical Skills: Familiarity with more advanced office and operational software. (ERP, Excel, databases).

Nice To Haves

• Bachelor's degree in Accounting, Finance or Business preferred.

Responsibilities

• Analyze billing error report and determine steps to correct the specific errors in order for the AR department to post the payments.
• Work with both internal and external stakeholders to resolve billing issues.
• Create and interpret operational reports.
• Update and maintain standard operating procedures.
• Provide first-line support and escalate issues as needed.
• Track and report on resource utilization and call volumes.
• Conduct basic quality checks and audit customer interactions.
• Suggest improvements for operational efficiency.
• Manage follow-up activities for unresolved customer issues.
• Offer support to team members on operational activities.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED