Billing Specialist

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $17 - $21 USD per hour (performance-based increases available within the first year)
• Start Date: July 7th
• Attendance Policy: Initial 90-day attendance policy applies.

Constant Contact is seeking a dedicated Billing Specialist to provide advanced support for complex billing inquiries, assist cross-functional teams, and execute customer retention strategies. This role is crucial for increasing customer satisfaction, reducing churn, and driving loyalty through expert billing support and customer-first communication. This is not an entry-level position.

Responsibilities

• Deliver World-Class Billing Support: Respond to customer billing inquiries via phone, email, and cases with clarity, accuracy, and professionalism.
• Case Ownership & Resolution: Proactively manage open case queues, ensuring timely and thorough resolution of all customer billing issues.
• Internal Leadership Support: Assist in the onboarding, mentoring, and development of new hires and Tier 1 team members by sharing billing expertise and training on key policies and processes.
• Cross-Functional Collaboration: Partner with Customer Success, Retention, Sales, and Product teams to resolve billing-related concerns and ensure seamless customer experiences.
• Escalation & Research: Serve as a subject matter expert in investigating and resolving complex or sensitive billing scenarios, escalating as necessary in accordance with standard operating procedures.
• Retention & Save Strategy Execution: Handle inbound calls from customers seeking to downgrade or cancel, applying empathy, critical thinking, and approved save offers to retain and re-engage customers.
• Trend & Volume Reporting: Support reporting needs related to call/case/chat volumes and provide insights into recurring customer billing issues or trends.
• Continuous Improvement & Special Projects: Participate in testing, pilots, and departmental projects to improve processes, tools, and customer satisfaction.

Requirements

• Experience: 2+ years of experience in a Billing, Customer Support, Account Management, or Retention role (preferably in a SaaS or subscription-based environment).
• Skills:
  • Strong problem-solving and analytical skills with the ability to interpret billing systems and customer account data.
  • High level of professionalism with excellent written and verbal communication skills.
  • Exceptional organizational and time management skills.
  • Proven ability to multitask in a fast-paced, metrics-driven environment.
  • Team-player mindset with a collaborative approach to problem solving.
• Familiarity: Salesforce, Five9, and common billing platforms preferred.

Company Information

At Constant Contact, we are a team of seriously awesome people who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner. We are energized by new challenges and new possibilities. Our mission is to empower people everywhere to pursue their dreams by providing business owners, entrepreneurs, non-profits, and individuals with the help and tools they need to grow online.

Why You’ll Love Us:

• We celebrate one another’s differences.
• We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this.
• Compensation Package: Includes health and welfare benefits, paid leave.