Billing Support Specialist

Role Overview

• Manage inbound and outbound communications related to billing inquiries, providing accurate and timely resolutions.
• Assist customers in understanding invoices, charges, credits, and payment terms.
• Investigate and resolve complex account discrepancies and accounting-related inquiries.
• Collaborate cross-functionally with Finance, Sales, and Support teams to ensure consistent and accurate communication.
• Address billing disputes with urgency and professionalism, ensuring concerns are resolved in a way that reinforces trust and long-term partnership.
• Take full ownership of assigned billing and collections cases from initial inquiry through final resolution, ensuring timely and accurate follow-through.
• Conduct collections outreach via phone and email while maintaining positive customer relationships.
• Negotiate payment arrangements when appropriate and ensure timely resolution of past-due accounts.
• Document all collection activities thoroughly and maintain accurate account records.
• Process ACH and credit card payments accurately and efficiently.
• Enter and reconcile account adjustments to maintain precise financial records.
• Perform customer information reconciliation across multiple systems and databases.
• Maintain organized and accurate customer documentation.
• Identify root causes of billing and payment issues and recommend process improvements.
• Provide proactive solutions aimed at reducing churn and improving overall customer satisfaction.
• Demonstrate initiative in resolving issues independently while partnering effectively with internal stakeholders.
• Deliver a high-quality support experience that balances financial stewardship with customer empathy, contributing directly to reduced churn and improved customer satisfaction.
• Proactively identify accounts at risk of churn due to billing concerns, payment challenges, or account dissatisfaction, and take appropriate action to resolve issues before escalation.

Requirements

• Expert-level familiarity with OpenTable products and operational processes, demonstrating your in-depth product knowledge.
• Strong knowledge of billing processes, accounts receivable, and collections practices.
• Exceptional attention to detail and high level of accuracy.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to handle sensitive financial discussions professionally.
• Swift issue comprehension and efficient problem-solving, showcasing your commitment to timely resolutions.
• Outstanding organizational skills, encompassing task prioritization and effective time management.
• Commitment to punctuality, schedule adherence, and maintaining performance standards.
• Have experience with disputes and negotiating payment resolutions.
• Ability to analyze financial data and resolve discrepancies efficiently.

Tech Stack

• Swift

Benefits

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being:
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to Headspace
• Company-wide week off a year
• the whole team fully recharges (and returns without a pile-up of work!)
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Focus on your career growth:
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• Christmas Bonus
• 30 days
• 20 days of paid time off a year
• 25% vacation premium
• Private health, dental, and life insurance
• Monthly social events and happy hours