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Billing Support Specialist- Commercial

4 months ago

Augusta, United States WoW.com Full time

For remote positions, employees can sit in one of the following states: AL, FL, GA, MI, SC. Please only apply if you are able to live and work full-time in one of the states listed above; your application will not be considered or reviewed if you live outside of these states. State locations and specifics are subject to change as our hiring requirements shift.

The Billing Support Specialist- Commercial provides industry-leading billing support through a thorough understanding of the WOW Business Voice & Data Products suite for our SMB, Enterprise, and Data Center customers in a 24/7 support organization.

Let us tell you about the perks

Be part of a company whose core values include respect, integrity, spirit of service, and accountability

Salary: This position pays $16-17/hr.

We are currently offering a restricted stock grant

Medical, dental, and vision insurance, and 401k with a company match

Paid time off, paid holidays, and tuition reimbursement.

Significant discounts on broadband packages for employees residing in our service areas.

What you'll be doing:

Essential duties and responsibilities include but are not limited to those listed below:

Provide billing support via inbound contacts for WOW Business Voice, Video, & Data products, including payment processing, payment arrangements, credit approvals, disconnects, account restorals, and advanced analysis.

Successfully interact among WOW Business customers and WOW personnel to resolve billing-related issues and events.

Respond promptly to trouble tickets, chat requests, and incoming calls as they are presented within the workflow queue, and work directly with customers to gather and document all necessary information to effectively analyze and troubleshoot billing-related issues.

Adhere to the Ticket Management policies and procedures as needed.

Provide direct information about contract terms and conditions to include customer termination fees based on WOW policy and procedures

Document all Billing issues/solutions in the company ticketing or billing systems.

Escalate customer concerns for additional review by local teams or next-level support members, including tax exemptions, particular municipality, and government customer needs for SMB, Enterprise, Wholesale, or Data Center customers.

All other duties as assigned.

What YOU need is:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

High school diploma or equivalent

Experience/Skills Needed:

1 year experience in the telecommunications field or previous experience providing customer support in a call center environment or equivalent

Ability to add, subtract, multiply, and divide figures and amounts using whole numbers, common fractions, and decimals

Ability to define problems, collect data, establish facts, and solve practical and advanced problems

Must be detail-oriented and well organized.

Excellent communication skills including active listening skills, the ability to communicate effectively over the telephone, and ability to communicate financial information to a non-financial audience

Ability to multi-task and function effectively and consistently in a fast-paced environment

Flexibility in scheduling which may require evening, overnight, and weekend hours.

Computer Skills:

Experience with word processing and spreadsheet software, Internet software, and email.

Ability to learn billing software systems and access online support/tools.

Experience in Google Suites, Microsoft Office, or MAC is a plus.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to talk and hear.

Required to use hands to type, handle objects and paperwork

Required to use close vision and be able to focus

Wondering if you should apply?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

#LI-Remote

All qualified applicants will receive consideration for employment

without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran