Billing Specialist

Summary

Join Constant Contact as a Billing Specialist and provide world-class billing support to customers. You will handle complex billing inquiries, support cross-functional teams, and execute customer retention strategies. This remote role requires 2+ years of experience in billing, customer support, or a related field. You will be responsible for case ownership, internal leadership support, cross-functional collaboration, escalation and research, retention strategy execution, trend reporting, and continuous improvement projects. The hourly rate is $17-$21, with performance-based increases possible. The position offers a competitive benefits package and a flexible hybrid work model.

Requirements

• 2+ years of experience in a Billing, Customer Support, Account Management, or Retention role (preferably in a SaaS or subscription-based environment)
• Strong problem-solving and analytical skills with the ability to interpret billing systems and customer account data
• High level of professionalism with excellent written and verbal communication skills
• Exceptional organizational and time management skills
• Proven ability to multitask in a fast-paced, metrics-driven environment
• Team-player mindset with a collaborative approach to problem solving

Responsibilities

• Deliver World-Class Billing Support
• Respond to customer billing inquiries via phone, email, and cases with clarity, accuracy, and professionalism
• Case Ownership & Resolution
• Proactively manage open case queues, ensuring timely and thorough resolution of all customer billing issues
• Internal Leadership Support
• Assist in the onboarding, mentoring, and development of new hires and Tier 1 team members by sharing billing expertise and training on key policies and processes
• Cross-Functional Collaboration
• Partner with Customer Success, Retention, Sales, and Product teams to resolve billing-related concerns and ensure seamless customer experiences
• Escalation & Research
• Serve as a subject matter expert in investigating and resolving complex or sensitive billing scenarios, escalating as necessary in accordance with standard operating procedures
• Retention & Save Strategy Execution
• Handle inbound calls from customers seeking to downgrade or cancel, applying empathy, critical thinking, and approved save offers to retain and re-engage customers
• Trend & Volume Reporting
• Support reporting needs related to call/case/chat volumes and provide insights into recurring customer billing issues or trends
• Continuous Improvement & Special Projects
• Participate in testing, pilots, and departmental projects to improve processes, tools, and customer satisfaction

Preferred Qualifications

Familiarity with Salesforce, Five9, and common billing platforms

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