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Customer Support Specialist

3 months ago

Westbrook, United States Cigniti Technologies Full time

**Role: Customer Support Consultant**

**Location: Westbrook, ME (5 days onsite)**

**Duration: 10+ Months**

**Description**:
The Veterinary Software Business Services & Subscription team is looking to add another member to our growing team to help meet business demands; the role is a unique combination of bookkeeping and customer service. This team is part of the Customer Success Virtual Operations division, a dynamic team that is focusing on improving the customer experience across all Veterinary Software billing functions.

**PRIMARY DUTIES AND RESPONSIBILITIES**:

- New contract/order processing in a manner aligned with standard operating procedures and other compliance requirements.
- Invoice management for all VetSoft Products. Entry, Credit, Discount, etc. (Sales to Support)

**Customer Facing Billing Representative**
- The role would be responsible for communicating with our customers about billing inquires surrounding the Veterinary Software portion of the monthly statement.
- General Billing Needs are handled by a different team but due to the complexity of some software subscriptions we will act as the Tier II of billing questions for customers.

**Cancellation Processing**
- When a customer chooses to leave a software product, there are many elements to the cancellation that this role would perform to ensure the removal of access to the service and final billing accuracy.

**Quarterly Billing Audit by product**
- To ensure accurate charge capture across portfolio this role would conduct billing audit. We would start monthly to establish a base line of revenue capture and migrate to quarterly once we had confidence in our accuracy levels.

**Other data or VETERINARY SOFTWARE projects as assigned**
- Research on billing addendums
- SOP/Documentation
- Hardware scheduling management

**What You Need to Succeed**
- A strong deductive reasoning and analytical skills to resolve issues.
- Attention to detail. Technical record-keeping management skills.
- Organized with the ability to multi-task. Solid follow through with limited to no supervision.
- Data Analytic skill set, including basic to intermediate experience in excel (i.e., sum, v or x look up familiarity).
- Comfortable with adapting to situations and positively navigating change.
- Process improvement experience and aptitude.
- Ability to work independently and as part of a team.
- Communication and cross-functional collaboration skills, both verbal and written, including the ability to communicate comfortably about financial matters in a professional, positive, friendly and understandable manner.
- High quality customer facing interpersonal skills, with experience working with customers and maintaining good customer relationships. You will have verbal and written skills, with the ability to establish rapport in challenging conversations.
- Personal computer skills, including Microsoft Office.

**Job Type**: Contract

Pay: $24.00 - $26.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance

Experience level:

- 2 years

Shift:

- 8 hour shift

Work setting:

- In-person

Ability to Commute:

- Westbrook, ME 04092 (preferred)

Ability to Relocate:

- Westbrook, ME 04092: Relocate before starting work (preferred)

Work Location: In person