Billing Specialist

Salary: $17 - $21 per hour (with performance-based increases available within the first year) Location Type: Remote Employment Type: Full Time

Position Overview

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, and we’re just getting started!

As a Billing Specialist at Constant Contact, you are not just handling transactions—you are helping customers succeed through clear, professional, and solutions-oriented support. This is not an entry-level role. You will serve as an advanced resource for resolving complex billing inquiries, supporting cross-functional teams, and executing customer retention strategies. Your focus will be to increase customer satisfaction, reduce churn, and drive loyalty through a blend of billing expertise, problem-solving, and customer-first communication.

This is a remote role starting on September 8th. There is an initial 90-day attendance policy.

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

• 2+ years of experience in a Billing, Customer Support, Account Management, or Retention role (preferably in a SaaS or subscription-based environment).
• 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 with Salesforce, Five9, and common billing platforms is preferred.

Company Information

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all 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 it.

Compensation & Benefits: The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and work location. In addition, some roles may be eligible for additional on-target commission pay or bonus. The compensation package includes health and welfare benefits, including paid leave.

Pay Transparency: All Full Time Employees: $17 - $21 USD