Job Summary :
Under general supervision, the Customer Service and Billing Specialist is responsible for handling customer inquiries, addressing complaints, and resolving billing issues.
The role requires direct interaction with customers to provide support and solutions in a professional and efficient manner.
The ideal candidate will possess strong communication and problem-solving skills, with a focus on delivering excellent customer service.
Key Responsibilities :
- Respond to customer questions, complaints, and inquiries regarding billing and account issues.
- Resolve customer billing disputes, process payments, and issue refunds or adjustments as necessary.
- Provide detailed and accurate information to customers about their accounts, charges, and payment options.
- Handle inbound calls, emails, and other communication channels related to billing and service inquiries.
- Assist customers in setting up new accounts, updating account information, and reviewing payment plans.
- Maintain detailed records of customer interactions, including inquiries, complaints, resolutions, and follow-ups.
- Collaborate with other departments, such as finance and technical support, to resolve complex billing or service issues.
- Adhere to company policies and procedures to ensure customer satisfaction and compliance with billing standards.
- Perform administrative tasks related to customer service, such as data entry and updating account records.
Minimum Qualifications :
- Graduation from an accredited high school or equivalent (GED).
- At least two years of experience in billing, credit counseling, or customer service.
- Proficiency in computer systems and software used for customer account management and billing.
- Strong communication and interpersonal skills.
- Excellent problem-solving abilities and attention to detail.
Preferred Qualifications :
- Experience working in a customer service role with a focus on billing or account management.
- Familiarity with billing software or customer relationship management (CRM) systems.
- Ability to handle difficult or frustrated customers with professionalism and empathy.
Skills and Competencies :
- Strong multitasking abilities and capacity to manage time efficiently.
- Ability to work independently and as part of a team in a fast-paced environment.
- Excellent verbal and written communication skills.
- High level of accuracy in handling billing and customer account data.
Working Conditions :
This position is primarily office-based, with regular working hours. Some interaction with customers may take place over the phone, email, or other communication platforms.
Occasional overtime may be required during peak periods.
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