Customer Billing Representative

About the role

Intermedia, a provider of cloud communications and collaboration technology, is hiring a Customer Billing Representative to join its small Billing Team. As the first point of contact for customers on account issues, you will provide customer service and billing support to the UCaaS SMB customer base through inbound calls, emails and outbound follow-up.

Key responsibilities

• Answer customer phone calls and email cases promptly, in line with company and department goals
• Document each customer interaction in the ticketing database (Oracle)
• Explain billing processes and procedures
• Verify authorization to release information about accounts
• Place credits, refunds and charges on accounts
• Work with the customer service team and collaborate with Technical Support, Sales and other departments to ensure a positive customer experience

Required profile

• Associate's degree in a related field; Bachelor's degree preferred
• At least 2 years of experience in customer service, billing or a call center environment
• Billing support experience, including research, credit, refund and payment processing, is highly preferred
• Ability to meet or exceed call center metrics (AHT, ASA, CSAT, FCR, etc.)
• Experience in telecom, VoIP, networking or communications preferred

Required skills

• Excellent data entry, proofreading, organizational, phone and communication skills
• Strong computer skills: Windows, Internet, PC support and MS Office, with proficiency in Excel
• Typing speed of 35 wpm
• Attention to detail and the ability to work in a fast-paced environment