Customer Care Representative – Billing

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

📋 Description

• Manage a substantial volume of incoming customer calls concerning invoices, payments, account balances, credits, refunds, and billing transactions.

• Provide outstanding customer service while upholding professionalism, empathy, and accuracy.

• Assess customer account details and process payments with precision and efficiency.

• Navigate various systems concurrently while assisting customers over the phone.

• Document customer interactions, account modifications, and resolutions within company systems.

• Maintain and update customer records, including account specifics, contact details, and preferences.

• Investigate billing issues and strive for timely and accurate resolutions in line with company policies and procedures.

• Utilize active listening, problem-solving, and communication abilities to identify customer needs and deliver effective solutions.

• Address customer concerns professionally while fostering customer satisfaction and retention.

• Escalate complex billing problems through the proper channels when necessary.

• Achieve individual and team performance goals related to quality, productivity, attendance, customer experience, and call handling metrics.

• Uphold the confidentiality of customer information and adhere to company policies and procedures.

• Collaborate effectively within a team environment to meet departmental and organizational objectives.

⛳️ Requirements

• High school diploma or equivalent is required.

• Six months or more of experience in customer service, call center, billing support, or a related field is preferred.

• Capability to thrive in a fast-paced, phone-based customer service setting with frequent customer interactions throughout the day.

• Proficiency in computer applications and the ability to navigate multiple systems simultaneously while conversing with customers.

• Excellent verbal and written communication skills.

• Dedication to providing exceptional customer service through appropriate follow-through, urgency, and accountability.

• Strong time management, organizational, and prioritization skills.

• Ability to maintain a high level of accuracy and attention to detail.

• Quick adaptability to new processes, systems, and procedures.

• Solid problem-solving abilities and capacity to address customer concerns professionally.

• Ability to work effectively both autonomously and as part of a team.

• Must comply with drug-free workplace regulations.

• Must meet legal workforce requirements through the E-Verify hiring process.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and career advancement.

• Supportive team environment with a focus on collaboration.

• Comprehensive training program to ensure success in the role.