Bilingual (French/English) Billing Support Specialist Needed!

The Billing Support Specialist is responsible for servicing and supporting customer requests regarding their billing/invoicing. Requests are responded to and managed via email and phone and potentially other channels, such as chat. The Billing Support Specialist is familiar with MAP Communications products and business practices, internal systems, services and pricing models.

The Billing Support Specialist is specifically responsible for responding to complex customer billing and invoice inquires specific to the customer's requests. To include payment processing, credits, adjustments, sales tax, tax exempt, purchase orders, payment methods such as EFT, ACH, and credit card. As well as understanding of billing processes, pricing models, fees, contracts and collections. The Billing Support Specialist will also be familiar with retention processes and aid in prevention of customer cancellations and understand when to escalate an at-risk customer. This role involves the understanding of billing systems and associated reporting tools with a general knowledge of accounts receivables terms and concepts such as debit, credit, credit memo, and debit memo. The Billing Support Specialist performs necessary research and analysis in meeting the customer's needs. The Billing Support Specialist is responsible for delivering high-quality service, responding to internal and external client requests promptly and demonstrating ownership of customer need or request, and ensuring closure and customer satisfaction.

Key Job Activities:

Respond promptly to complex customer billing and invoice inquires specific to customer's request received via multiple channels-email, phone call, voice mail.
Perform necessary research, analysis and provide recommendations to support the customers' needs.
Answer the customer's support and billing related questions or inquiries.
Resolve in a timely fashion, any customer issues or concerns, confirming closure to ensure satisfaction.
Provide problem resolution for routine inquiries related to customer specific invoicing and billing.
Owns customer inquiries/requests to closure and recognizes at-risk triggers and/or need for escalation to supervisor.
Follow procedures outlined in the customer handling reference guide and take ownership with necessary additions and updates.
Report and track all customer communications in appropriate tracking systems in a timely accurate manner.
Perform account and customer contact data maintenance, utilizing billing system tools.
Maintains knowledge and understanding of MAP billing systems, processes, approvals and associated reporting tools.
Maintain knowledge of MAP products and services and location/brand knowledge.
Influences customer satisfaction by delivering high-quality service to customers and internal team members.
Responsible for inbound Echo support when needed, dispatch support if required, and possible assist with collections.
Other duties as assigned.
Ability to work during team coverage hours, potentially could be 7 a.m. to 7 p.m. CT, Mon-Fri and overtime when needed.

Education and Experience Required:

Education equivalent to a Bachelor's degree or the equivalent in related work experience.
Three or more years of customer support experience; contact center experience a plus, banking or collections agent experience.
Excellent verbal and written communication skills
Ability to clearly and effectively communicate with customers on the phone and email or chat.
Ability to maintain professionalism in difficult situations.
Modifies communication style to meet customer needs.
Ability to work independently, exercise good judgment, and make sound decisions.
Effective time management/organizational skills.
General knowledge of Accounts Receivable terms and how to read an invoice and statement.
Ability to handle multiple priorities/projects and follow through to completion.
Highly proficient computer skills with Windows Operating Systems and Microsoft Applications.
Strong MS Excel, MS Word and MS PowerPoint skills, especially Excel and Word.
Excellent analytical and problem solving skills.
Able to research, analyze and determine an appropriate course of action for customer issues.
Work well within the team and with others within the organization.
Ability to maintain a positive attitude even during stressful situations.
Customer-focused, service-minded individual.
Willingness to work extra hours to get the job done for the customer.
Willingness to flex work schedule as required to support the customer's needs.

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