Job Description
Brightspeed has an exciting opportunity for a Billing Customer Care Specialist II to join our growing team! As a Billing Customer Care Specialist II, you will report to the Manager, Collections & Disputes.
You will be expected to provide superior customer service and to provide prompt responses and resolutions to customer inquiries.
Come help us build the best and fastest fiber-optic network in America!
As a Billing Customer Care Specialist II, you will have the following duties :
- Research and respond to complex customer billing disputes
- Resolve disputes by following department policies and procedures
- Review customer disputes and make sure proper documentation is provided to support their claim
- Work closely with internal departments to gather information and validate customer disputes
- Work closely with collections team to inform them of any disputes issues / trends that may impact payments / collections
- Actively participate in team meetings
- Actively participate in meetings with customers and account management team
- Work with account management team to identify trends in dispute types
- Issues applicable credits when approved and provide resolution to customer point of contact
- Provide resolution to point of contact if / when dispute is denied
- Follow-up on contact to internal departments when waiting for resolution assistance
- Provide timely acknowledgement and updates to customer regarding dispute status
- Review and understand customer contracts when applicable
- Process and input incoming customer disputes into the ticketing system as needed
- Additional tasks and responsibilities may be assigned by management
Qualifications
WHAT IT TAKES TO CATCH OUR EYE :
- At least two years of similar work experience
- Proficient in Microsoft Office Suite
- High attention to detail
- Organization skills, with an ability to stay focused and on the assigned task.
- Demonstrates flexibility and work collaboratively with team members to high quality service, meet customer expectations, and support business partners.
- Manage multiple tasks accurately and effectively while maintaining high productivity.
- Strong interpersonal and communication skills. Able to communicate effectively orally and in writing.
- Demonstrates integrity and the highest ethical standards in all aspects.
- Ability to learn complex systems, process quickly and be able to convey that knowledge to others.
BONUS POINTS FOR :
- Bachelor’s degree in finance, accounting, business, or related field
- Telecommunications industry experience
LI-AK1
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