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Job Description
Constant Contact is seeking a Billing Specialist to provide exceptional support to customers. This role involves resolving complex billing inquiries, supporting cross-functional teams, and executing customer retention strategies. The Billing Specialist will focus on increasing customer satisfaction, reducing churn, and driving loyalty through billing expertise and customer-first communication. This is a remote role.
Role involves:
- Responding to customer billing inquiries via phone, email, and cases.
- Managing open case queues and resolving customer billing issues.
- Assisting in the onboarding and development of new hires.
- Collaborating with Customer Success, Retention, Sales, and Product teams.
- Investigating and resolving complex billing scenarios.
- Handling inbound calls from customers seeking to downgrade or cancel.
- Supporting reporting needs related to call/case/chat volumes.
- Participating in testing, pilots, and departmental projects.
Requirements:
- 2+ years of experience in a Billing, Customer Support, Account Management, or Retention role.
- Strong problem-solving and analytical skills.
- High level of professionalism with excellent communication skills.
- Exceptional organizational and time management skills.
- Proven ability to multitask in a fast-paced environment.
- Familiarity with Salesforce, Five9, and common billing platforms preferred.
Role offers:
- Performance based increases are available within the first year.
- Generous paid time off policy
- Competitive benefits package
