CUSTOMER CARE REPRESENTATIVE

The Helmsman Group LLC; Indiana (PA); Remote; USD 45,000 - 65,000; Full time

Job summary

The Helmsman Group LLC is seeking a Customer Care Representative to support billing and payments across inquiries, processing, and documentation in a remote setting. You will handle invoices, refunds, and payment issues while adhering to security standards and company policies.

You will review accounts for discrepancies, assist with payment methods and arrangements, and collaborate with Finance, Billing, and Sales to resolve complex cases.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree in Accounting, Finance, Business Administration, or related field preferred.
• 1–3 years in customer service, billing support, accounts receivable, or payment processing.
• Basic understanding of billing, payments, invoices, and account reconciliation.
• Strong numerical and analytical skills.
• Excellent verbal and written communication skills.
• Attention to detail and data-entry accuracy.
• Ability to handle sensitive financial information confidentially.
• Strong problem-solving and conflict-resolution skills.
• Professional handling of billing disputes or customer complaints.
• Experience with CRM, billing, payment, or customer account systems preferred.

Responsibilities

• Respond to invoices, bills, account balances, payment due dates, and payment methods.
• Explain billing charges, credits, discounts, adjustments, and payment terms clearly.
• Review accounts and histories to investigate billing questions and discrepancies.
• Process authorized customer payments through approved systems.
• Assist with payment methods, arrangements, recurring payments, and account updates.
• Verify identity before discussing or processing sensitive information.
• Investigate failed, declined, duplicate, missing, or incorrectly applied payments.
• Assist with refunds, credits, and billing adjustments per policy.
• Process or coordinate refunds and corrections.
• Provide invoices, receipts, statements, and payment confirmations to customers.
• Explain balances and payment histories accurately.
• Maintain billing records in CRM, billing, and account-management systems.
• Create and manage billing-related tickets and cases.
• Document inquiries, transactions, issues, actions, and resolutions.
• Coordinate with Accounts Receivable, Finance, Billing, Sales to resolve complex issues.
• Escalate disputed charges or policy exceptions to appropriate teams.
• Follow up on outstanding billing cases and payment issues.
• Assist with updating payment methods per security procedures.
• Monitor recurring payments and report issues to management.
• Protect payment information and comply with privacy and security requirements.
• Follow procedures for handling sensitive financial data.
• Meet customer satisfaction, accuracy, response-time, and SLA targets.
• Participate in system training, QA reviews, and process improvements.
• Identify opportunities to improve billing communication and processes.

Skills

Billing & Payments Support

Customer Care

Invoice & Statement Support

Payment Processing

Account Balance Inquiries

Billing Dispute Resolution

Refunds & Credits

Payment Reconciliation

Payment Method Support

Recurring Payments

Account Management

Customer Account Research

CRM / Billing Systems

Data Entry & Validation

Financial Data Accuracy

Issue Resolution

Escalation Management

Payment Security

Customer Communication

Case Management

Education

High school diploma or equivalent

Associate or bachelor's degree in Accounting, Finance, Business Administration, or related field (preferred)

Tools

Salesforce

Zendesk

ServiceNow

Oracle

SAP

NetSuite

Job description

Job Title: Customer Care Representative

Job Type: (Remote)

Job Summary

The Customer Care Representative — Billing & Payments Support is responsible for assisting customers with billing inquiries, payment processing, account balances, invoices, refunds, and payment-related issues. This position provides accurate financial information, investigates billing discrepancies, processes authorized transactions, and ensures customers receive timely and professional assistance while following company policies and payment-security requirements.

Key Responsibilities

• Respond to customer inquiries regarding invoices, bills, account balances, payment due dates, and payment methods.

• Explain billing charges, fees, credits, discounts, adjustments, and payment terms clearly to customers.

• Review customer accounts and transaction histories to investigate billing questions and discrepancies.

• Process authorized customer payments through approved payment systems and channels.

• Assist customers with payment methods, payment arrangements, recurring payments, and account updates where applicable.

• Verify customer identity and account information before discussing or processing sensitive billing and payment information.

• Investigate failed, declined, duplicate, missing, or incorrectly applied payments.

• Assist with payment reversals, refunds, credits, and billing adjustments according to company policies.

• Process or coordinate approved refunds and payment corrections.

• Provide customers with invoices, receipts, statements, payment confirmations, and other billing documentation.

• Explain account balances and payment histories accurately and professionally.

• Maintain accurate customer billing and payment records in CRM, billing, and account-management systems.

• Create and manage billing-related support tickets and cases.

• Document customer inquiries, payment transactions, billing issues, actions taken, and resolutions.

• Coordinate with Accounts Receivable, Finance, Billing, Sales, and other departments to resolve complex billing issues.

• Escalate disputed charges, unusual transactions, account discrepancies, or policy exceptions to the appropriate team.

• Follow up with customers regarding outstanding billing cases, payment issues, and pending adjustments.

• Assist customers with updating payment methods and billing information in accordance with security procedures.

• Monitor recurring payment or subscription issues and communicate recurring problems to management.

• Protect customer payment information and comply with applicable privacy and payment-security requirements.

• Follow established procedures for handling sensitive financial and payment information.

• Meet established customer satisfaction, accuracy, response-time, productivity, and service-level targets.

• Participate in billing and payment system training, quality assurance reviews, and process improvement initiatives.

• Identify opportunities to improve billing communication, payment processes, and the overall customer experience.

Qualifications

• High school diploma or equivalent required.

• Associate or bachelor's degree in Accounting, Finance, Business Administration, or a related field preferred.

• 1–3 years of experience in customer service, billing support, accounts receivable, payment processing, or a related role.

• Basic understanding of billing, payments, invoices, and account reconciliation.

• Strong numerical and analytical skills.

• Excellent verbal and written communication skills.

• Strong attention to detail and data-entry accuracy.

• Ability to handle sensitive financial information confidentially.

• Strong problem-solving and conflict-resolution skills.

• Ability to remain professional and patient when handling billing disputes or customer complaints.

• Experience with CRM, billing, payment, or customer account systems preferred.

Preferred Qualifications

• Experience with billing and payment platforms or ERP systems.

• Experience with Salesforce, Zendesk, ServiceNow, Oracle, SAP, NetSuite, or similar systems.

• Knowledge of credit card, ACH, electronic payment, direct debit, or digital payment processes.

• Experience with recurring billing or subscription-based payments.

• Knowledge of PCI DSS and payment-security practices.

• Experience handling refunds, chargebacks, payment disputes, and account adjustments.

• Basic knowledge of accounts receivable and general ledger processes.

• Experience working in a high-volume billing or customer care environment.

• Bilingual or multilingual communication skills where required.

Key Skills

• Billing & Payments Support

• Customer Care

• Invoice & Statement Support

• Payment Processing

• Account Balance Inquiries

• Billing Dispute Resolution

• Refunds & Credits

• Payment Reconciliation

• Payment Method Support

• Recurring Payments

• Account Management

• Customer Account Research

• CRM / Billing Systems

• Data Entry & Validation

• Financial Data Accuracy

• Issue Resolution

• Escalation Management

• Payment Security

• Customer Communication

• Case Management

Core Competencies

• Billing Accuracy: Ability to accurately review and explain invoices, charges, credits, payments, and account balances.

• Payment Support: Ability to assist customers with payment processing, payment methods, failed transactions, refunds, and payment-related questions.

• Financial Attention to Detail: Ability to identify discrepancies and ensure customer financial information is accurately recorded.

• Customer Service: Ability to handle billing concerns with patience, professionalism, and empathy.

• Problem Solving: Ability to investigate billing and payment issues and coordinate appropriate resolutions.

• Communication: Ability to explain financial and billing information clearly to customers without unnecessary technical or accounting terminology.

• Security Awareness: Ability to protect sensitive payment and customer information and follow required security procedures.

• Documentation: Ability to maintain complete and accurate records of billing inquiries, transactions, adjustments, and resolutions.

• Escalation Management: Ability to recognize complex disputes or exceptions and route them to the appropriate Finance, Billing, or management team.