Billing Support

Weave; Lehi (AR); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Hybrid work

Onsite training

Job summary

Weave is seeking a customer support specialist in Lehi, UT to help customers with billing questions, explain terms, and resolve issues by phone and email. This hybrid role includes onsite training at our Lehi HQ and collaboration with the Customer Support team.

You will triage requests, reach out to overdue accounts, and upsell annual billing where appropriate while maintaining a high standard of service. Strong communication, problem-solving, and the ability to de-escalate upset customers are

Qualifications

• Minimum of 1 year of Customer Support experience.
• Strong phone presence and excellent written and verbal communication skills for phone and email.
• Solid computer skills and the ability to learn technology quickly.
• Experience with browsers, spreadsheets, and text documents; able to troubleshoot basic issues.
• Strong soft skills and ability to de-escalate upset customers.

Responsibilities

• Communicate with customers via inbound phone calls.
• Provide follow up to customers via outbound calls and emails.
• Clarifying Billing terms with customers, including billing dates, initiation of billing, the breakdown of amounts, etc.
• Reach out to overdue customers to update billing information.
• Upselling customers to annual billing, as well as identifying potential churn risks.
• Save the day for our customers by driving an amazing customer experience that makes our customers smile.

Skills

Customer Support experience

Phone presence

Written & verbal communication

Problem solving

De-escalation

Job description

Weave Support is the lifeblood of customer retention! Our support representatives go above and beyond to ensure that we attend to every detail of our customer’s needs in order to resolve issues in less time and with the utmost level of satisfaction. Not only does our support team tackle every call and message with a personalized approach, but they receive extensive amounts of training to become product experts and resolve concerns in a timely and efficient manner.

In this role, you will get to help our customers continually love Weave by being their superhero in answering their billing related questions. We will train you on how to triage, direct, and manage customer requests. You will partner with your peers and other teams to resolve customer problems in a timely, efficient manner while providing superior customer service.

• This position will be hybrid

• Training for this role is conducted onsite at our Lehi, UT HQ

• Reports to Customer Support Team Lead

What you will own

• Communicate with customers via inbound phone calls

• Provide follow up to customers via outbound calls and emails

• Clarifying Billing terms with customers, including billing dates, initiation of billing, the breakdown of amounts, etc.

• Reach out to overdue customers to update billing information.

• Upselling customers to annual billing, as well as identifying potential churn risks

• Save the day for our customers by driving an amazing customer experience that makes our customers smile

What you will need to accomplish the job

• Minimum of 1 year of Customer Support experience

• Strong phone presence and excellent written and verbal communication skills as you will be communicating with customers through phone (primarily), and email channels

• Must have solid computer skills, and the ability to adapt and learn technology quickly

• Experience working with browsers, spreadsheets, and text documents. Ability to troubleshoot and resolve basic customer issues.

• Must have strong soft skills and ability to de-escalate upset customers

What will make us love you

• Previous Phone Support experience

• Passionate about helping the customer. Must be positive, attentive and demonstrate the ability to do what's necessary to get the situation resolved

Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.