Billing Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee comprehensive billing operations cases, addressing invoice discrepancies, cash applications, and account escalations.

• Conduct customer reconciliations and analyze datasets in Salesforce and billing systems to clarify contract terms and billing histories.

• Collaborate with Customer Success, Account Executives, Deal Operations, and Finance to address complex account inquiries.

• Educate customers regarding payment processes, contractual terms, and promote account self-sufficiency through phone, email, and live chat.

• Create workflow documentation, enhance processes, and write articles for the Customer Help Center.

• Manage ambiguous edge cases, analyze account data, and independently oversee the case queue.

• Act as the primary liaison between Finance and Customer Care, ensuring data accuracy and fostering customer trust.

⛳️ Requirements

• Proven experience in customer-facing positions within dynamic environments, focusing on billing operations, accounts receivable, or technical support.

• Strong proficiency in spreadsheets, including pivot tables, data manipulation, and VLOOKUP functions.

• Hands-on experience with Salesforce, billing platforms, and omnichannel customer communication systems.

• Capability to de-escalate complex customer issues effectively.

• Familiarity with navigating contract terms.

• Excellent written and verbal communication skills, demonstrating professionalism.

• Ability to manage cases from start to finish while balancing customer needs with operational priorities.

• Authorization to work legally in the United States.

• Capacity to meet Criminal Justice Information Services (CJIS) certification requirements, including a fingerprint-based background check, if necessary.

🏝️ Benefits

• Flock Stock Options

• Remote work

• Equal employment opportunity and accommodation support

• Confidential disability accommodation process