Billing Support Team Lead

5 days ago

Fort Washington, Pennsylvania, United States Office Practicum Full time
Billing Support Supervisor Job Description

At Office Practicum, we are seeking a highly skilled Billing Support Supervisor to join our Application Support organization. This role is responsible for leading the Billing Support team and ensuring the day-to-day performance of the team members.

Key Responsibilities:
  • Lead the Billing Support team and provide coaching to team members on billing case backlog management.
  • Assist team members with escalated cases and Tier 3 level Billing tickets.
  • Oversee the schedule to ensure proper coverage for phones and chats, and schedule adequate backlog time to investigate tickets.
  • Monitor high-priority tickets and assign/own them based on severity and response time needed.
  • Ensure a positive customer experience by following up on CSAT Surveys and collaborating with clients on negative responses.
  • Help the team understand performance targets and goals, and provide reports and activity updates to management.
  • Allocate resources appropriately to meet business demands, and coordinate job rotation and cross-training.
  • May assist in the interviewing process for new hires, and train or ensure that workers are properly trained for their specific roles.
Requirements:
  • Strong analytical skills and ability to analyze financial data.
  • Understanding of Billing processes and procedures.
  • Critical thinking and ability to conceptualize abstract concepts.
  • Root cause analysis and troubleshooting skills.
  • Service-oriented and customer-focused with excellent oral and written communication skills.
  • Attention to detail and ability to work independently or in a team.
  • Time management and metric-conscious with a confident and active listening approach.
Preferred Qualifications:
  • Bachelor's degree from an accredited school or university or equivalent work experience.
  • Previous supervisory experience, preferably managing in a call center or operations environment.
  • Leadership skills, including setting performance standards and providing performance feedback.
  • Customer focus, engagement, and advocacy, with excellent organizational and prioritization skills.
  • Experience with metric management and reporting, and analysis of financial data.

Salary: $55,000 - $57,000 per year

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