Customer Care Representative - Billing

Responsibilities

• Handle a high volume of inbound customer calls regarding invoices, payments, account balances, credits, refunds, and billing transactions.
• Deliver exceptional customer service while maintaining professionalism, empathy, and accuracy during every customer interaction.
• Review customer account information and process payments accurately and efficiently.
• Navigate multiple systems simultaneously while assisting customers over the phone.
• Accurately document customer interactions, account updates, and resolutions within company systems.
• Maintain and update customer information, including account details, contact information, and account preferences.
• Research billing concerns and work toward timely and accurate resolution in accordance with company policies and procedures.
• Utilize active listening, problem-solving, and communication skills to identify customer needs and provide effective solutions.
• Resolve customer concerns professionally while promoting customer satisfaction and retention.
• Escalate complex billing issues through appropriate channels when necessary.
• Meet established individual and team performance expectations related to quality, productivity, attendance, customer experience, and call handling metrics.
• Maintain confidentiality of customer information and comply with company policies and procedures.
• Work effectively in a team environment to support departmental and organizational goals.

Qualifications

• High school diploma or equivalent required.
• Six months or more of customer service, call center, billing support, or related experience preferred.
• Ability to work in a fast-paced, phone-based customer service environment with frequent customer interactions throughout the workday.
• Proficiency with computer applications and the ability to navigate multiple systems simultaneously while speaking with customers.
• Strong verbal and written communication skills.
• Commitment to delivering exceptional customer service through appropriate follow-through, urgency, and accountability.
• Strong time management, organizational, and prioritization skills.
• Ability to maintain a high degree of accuracy and attention to detail.
• Ability to learn new processes, systems, and procedures quickly.
• Strong problem-solving skills and ability to handle customer concerns professionally.
• Ability to work effectively both independently and as part of a team.