Handle incoming billing cases across phone, chat, and email, ensuring accurate documentation and timely routing or resolution.
Serve as the first point of contact for customers seeking clarity on tax increases, price changes, or variations in monthly charges.
Provide real‑time support for urgent billing issues, payment questions, and account‑status concerns while maintaining a professional, service‑oriented approach.
Process billing structure updates, including invoice consolidation, PO changes, and recurring invoice modifications.
Review and audit customer accounts to explain charges, proration, historical billing, and invoice fluctuations (e.g., tax jurisdiction changes, updated pricing, usage‑based billing).
Update billing contacts, invoice recipients, and account communication preferences.
Assist customers with billing portal access, payment method guidance, and wire/ACH instructions.
Respond to general billing inquiries, including balances, due dates, invoice copies, and usage‑based charges (e.g., international calling, cloud‑storage fees).
Manage hardware‑related requests, including processing new device orders, coordinating returns, and updating account records.
Utilize AI in a variety of ways day to day to create efficiencies, assist with analysis, as well as connect data sets to customer behaviors.

3-5 years of experience in billing operations, customer support, accounts receivable, or broader business operations
Strong attention to detail and ability to interpret billing data.
Excellent written and verbal communication skills.
Ability to manage multiple cases in a CRM (Salesforce experience required).
Comfortable working cross-functionally with Finance, Support, and Operations.
Problem-solving mindset with a focus on accuracy, efficiency, and customer satisfaction.

Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
Employer Paid Income Protection Benefits (Basic Life and AD&D, Short
and Long-term disability)
FSA Healthcare & Dependent Care
Commuter Benefits
Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
401(k), including employer match, and Roth
Employee Stock Purchase Plan (ESPP)
Paid Time off, Sick Time, as well as corporate holidays observed
Employee Assistance Program
Life Balance benefits with Travel Assistance Services and Identity Theft
Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc

Billing Operations Specialist

Key skills