Billing Specialist

Summary

Join Constant Contact as a Billing Specialist and become a vital part of our team, empowering businesses and individuals to succeed online. You will be responsible for promptly addressing customer billing inquiries through various channels, providing exceptional support, and contributing to customer retention. This role involves resolving complex billing issues, collaborating with other departments, and contributing to team analysis and reporting. The ideal candidate possesses excellent organizational and time management skills, attention to detail, and the ability to handle multiple tasks effectively. Constant Contact offers a competitive compensation package, including health and welfare benefits and paid time off, along with a flexible hybrid work model.

Requirements

• Must not be on any attendance or performance plans
• Excellent organizational and time management skills
• Ability to multitask, attention to detail

Responsibilities

• 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

Benefits

• Health and welfare benefits including paid leave
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
• At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues
• Professional development opportunities