Billing Specialist

The Billing Specialist will be responsible for promptly responding to customer billing inquiries and/or issues via telephone, email, and cases. In addition, this position will support the department by educating customers on products and services to enhance their online marketing strategy and to drive customer engagement and make our customers more successful!

What you'll do:

• Respond promptly to Billing inquiries via telephone, email, and cases.
• Proactively manage case queues for timely resolution of customer issues.
• Assist with training, mentoring, and coaching new hires and Tier 1 staff on Billing policies and procedures.
• Provide support to various Constant Contact departments in regard to Billing issues.
• Research and resolve complex Billing issues and escalate cases when appropriate.
• Handle inbound cancellation/downgrade calls from existing customers.
• Identify reasons for cancellation and overcome objections in an effort to retain customers.
• Carry out retention strategies to increase customer success/satisfaction and reduce overall churn.
• Utilize save offers appropriately and judiciously.
• Assist in analysis and reporting of trends in call, case, and chat volume for Billing Team.
• Build and maintain relationships with customers and co-workers through effective communication and collaboration through a variety of communication channels.
• Special projects and tests as needed.

Who you are:

• Excellent organizational and time management skills.
• Ability to multitask, attention to detail.
• Solid math and problem solving skills, as well as understanding of financial principles.
• Must demonstrate superior verbal and written communication skills, problem solving skills and flexibility.
• Ability to maintain an excellent work ethic and display integrity in a professional environment.
• Must be able to work cross-functionally with other departments.
• Must possess superior customer focus while taking responsibility and accountability for actions that deliver measurable results.
• Must be able to work as a team member, adapting to a change as necessary.
• Strong knowledge of Support Billing concepts, policies and procedures as well as knowledge of Constant Contact’s products and services.
• Experience in a Finance and/or Retention setting a plus.