Billing & Customer Experience Specialist

Intermedia; United States; On-site; USD 32,000 - 34,000; Full time

Job summary

Intermedia is seeking a Customer Billing Representative in the United States to serve as the first point of contact for customers with account issues. You will provide billing support via phone, email, and outbound follow-up, delivering high-quality service in a fast-paced environment.

Ideal candidates have at least 2 years in customer service or billing, and are proficient with Oracle, MS Office, and Excel.

Qualifications

• Associates Degree in related field
• Minimum 2 years’ experience in Customer Service, Billing or Call Center environment
• Billing support experience is highly preferred, including in-depth research, credit, refund, and payment-processing
• Excellent data entry, proofreading, organizational, phone and communications skills
• Ability to meet and/or exceed call center metrics (AHT, ASA, CSAT, FCR, etc.)
• Must work well in team atmosphere and have excellent oral and written communication skills
• Must have strong attention to detail, and the ability to deliver in a fast-paced environment
• Telecom, VoIP, Networking, or Communications experience preferred
• Must have exceptional organizational, critical thinking, and analytical skills

Responsibilities

• Answering customer phone calls and email cases in a timely manner, in-line with company and department goals
• Documenting each customer interaction in our ticketing database (Oracle)
• Explaining billing processes and procedures
• Working directly with the customer service team and collaborating with the Technical Support staff, Sales, and members of other departments to ensure a positive customer experience
• Verifying authorization to release information about accounts
• Placing credits, refunds, and charges on accounts

Skills

Customer service

Billing knowledge

Data entry

Phone support

Communication skills

Education

Associate degree

Bachelor’s degree preferred

Tools

Oracle

MS Office

Excel

Job description

Intermedia is seeking a Customer Billing Representative in the United States to serve as the first point of contact for customers with account issues. You will provide billing support via phone, email, and outbound follow-up, delivering high-quality service in a fast-paced environment.

Ideal candidates have at least 2 years in customer service or billing, and are proficient with Oracle, MS Office, and Excel.