Intermedia Intelligent Communications

Unified communications and cloud collaboration provider

Customer Billing Representative

Customer SupportUpdated on Nov 13

Full-timeCalifornia, USA$23 - $25 /hr

About the Job

Requirements

An associate degree in a related field is required; a bachelor's degree is preferred.
At least 2 years of experience in a customer service, billing, or call center environment is required.
Excellent data entry, proofreading, organizational, phone, and communication skills are required.
Ability to meet or exceed call center metrics, including average handle time, average speed of answer, customer satisfaction, and first call resolution, is required.
Ability to work well in a team and demonstrate strong oral and written communication skills is required.
Strong attention to detail and the ability to deliver in a fast-paced environment are required.
Exceptional organizational, critical thinking, and analytical skills are required.
Strong computer skills are required, including competency in Windows, Internet, PC support, and Microsoft Office; proficiency in Excel and a typing speed of 35 words per minute are also required.

Responsibilities

Answer customer phone calls and email cases in a timely manner in line with company and department goals.
Document each customer interaction in the Oracle ticketing database.
Explain billing processes and procedures.
Work directly with the customer service team and collaborate with Technical Support, Sales, and other departments to ensure a positive customer experience.
Verify authorization to release account information.
Place credits, refunds, and charges on customer accounts.
Provide customer service and billing support to small and medium-sized unified communications as a service customers through inbound phone calls, emails, and outbound follow-up.

Desired Qualifications

Billing support experience, including in-depth research, credits, refunds, and payment processing, is highly preferred.
Telecom, Voice over Internet Protocol, networking, or communications experience is preferred.

About Intermedia

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

About The Role:

We are seeking someone who loves to be the first point of contact for our customers regarding any issues a customer may have with their account. We take pride in our customer satisfaction and building customer loyalty; this position requires a candidate with the soft skills to be able to effectively and professionally communicate with customers and partners of all levels. Bring your stellar and high-quality service experience to a role where you will work with exemplary professionalism in a fast, friendly and positive manner.

As the newest member of our Billing Team, you will be working alongside a small, talented and passionate group. You will be responsible for providing customer service and billing support to our UCaaS SMB customer-base via inbound phone calls, emails, and outbound follow-up.

Answering customer phone calls and email cases in a timely manner, in-line with company and department goals
Documenting each customer interaction in our ticketing database (Oracle)
Explaining billing processes and procedures
Working directly with the customer service team and collaborating with the Technical Support staff, Sales, and members of other departments to ensure a positive customer experience
Verifying authorization to release information about accounts
Placing credits, refunds, and charges on accounts

Associates Degree in related field, Bachelor’s Degree Preferred
Minimum 2 years’ experience in Customer Service, Billing or Call Center environment
Billing support experience is highly preferred, including in-depth research, credit, refund, and payment-processing
Excellent data entry, proofreading, organizational, phone and communications skills
Ability to meet and/or exceed call center metrics (AHT, ASA, CSAT, FCR, etc.)
Must work well in team atmosphere and have excellent oral and written communication skills
Must have strong attention to detail, and the ability to deliver in a fast-paced environment
Telecom, VoIP, Networking, or Communications experience preferred
Must have exceptional organizational, critical thinking, and analytical skills
Strong computer skills required, with demonstrated competency in Windows, Internet, PC support, and MS Office, proficient in Excel, and the ability to type 35wpm

About the Company

Intermedia Intelligent Communications

Unified communications and cloud collaboration provider

Intermedia provides a cloud-based unified communications and collaboration suite for small to mid-sized businesses. Its offerings include voice, video, chat, contact center, file sharing, and email services delivered through a single, subscription-based platform that customers access from the cloud. The company works by delivering an integrated set of tools via a monthly or annual plan, reducing the need for multiple vendors. It differentiates itself with award-winning technical support from JD Power and a partner program that lets resellers offer Intermedia’s services to their own customers. Its goal is to simplify business communications for SMBs by providing an all-in-one, scalable cloud solution with reliable service and support.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Sunnyvale, CA
Founded: 1995

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