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Customer Billing Resolution Specialist II
2 months ago
Brightspeed is thrilled to announce an opportunity for a Billing Support Specialist II to become part of our dynamic team. In this role, you will report directly to the Manager of Collections & Disputes, where your primary responsibility will be to deliver exceptional customer service while ensuring timely responses and resolutions to billing inquiries. Join us in our mission to develop the most efficient fiber-optic network across the nation.
Key Responsibilities:
- Investigate and address intricate customer billing disputes.
- Resolve issues in accordance with departmental guidelines and protocols.
- Analyze customer disputes and ensure adequate documentation is available to substantiate claims.
- Collaborate with internal teams to collect information and verify customer disputes.
- Coordinate with the collections team to communicate any dispute-related issues or trends that may affect payments.
- Engage actively in team meetings to share insights and updates.
- Participate in discussions with customers and the account management team.
- Work alongside the account management team to identify patterns in dispute types.
- Issue appropriate credits when authorized and provide resolutions to customer contacts.
- Communicate resolutions to contacts when disputes are not upheld.
- Follow up with internal departments awaiting resolution assistance.
- Provide timely acknowledgments and updates to customers regarding the status of their disputes.
- Review and comprehend customer contracts when necessary.
- Input and manage incoming customer disputes in the ticketing system as required.
- Additional duties may be assigned by management as needed.
Qualifications:
Ideal Candidate Profile:
- Minimum of two years of relevant experience.
- Proficient in Microsoft Office Suite.
- Exceptional attention to detail.
- Strong organizational skills with the ability to maintain focus on assigned tasks.
- Ability to demonstrate flexibility and collaborate effectively with team members to deliver high-quality service and meet customer expectations.
- Capable of managing multiple tasks accurately while maintaining productivity.
- Excellent interpersonal and communication skills, both verbal and written.
- Commitment to integrity and the highest ethical standards in all interactions.
- Ability to quickly learn complex systems and effectively convey that knowledge to others.
Preferred Qualifications:
- Bachelor's degree in finance, accounting, business, or a related field.
- Experience in the telecommunications industry.
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