Billing Customer Service Manager

This role will oversee all aspects of the billing operations and staff. This role is responsible for setting and monitoring billing policies and procedures. This role collaborates with finance, operations, and customer service teams to resolve billing discrepancies, implement billing strategies, and optimize revenue streams. This role requires strong attention to detail, analytical skills, and effective communication to maintain financial integrity and customer satisfaction.

Role Responsibilities:

• Manage and lead a team of billing specialists and provide leadership, training and support
• Responsible for 24-hour billing operations and team management for all weekday or weekend shifts
• Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards
• Lead support associates by assessing employee performance, managing the quality of customer interactions, providing positive/constructive feedback, and addressing repeat issues with corrective actions
• Develop reporting and analytics that measure end-customer and internal team successes
• Create and implement training programs and maintain an internal knowledge base, with coaching tools, that enable our support associates to be knowledgeable, nimble, technically capable, and excellent communicators
• Oversee the billing process and ensure accurate and timely invoicing of clients
• Develop and maintain billing policies and procedures to ensure compliance with regulatory requirements and train your team accordingly
• Improve and maintain customer service satisfaction through all channels as it pertains to billing processes
• Identify opportunities to improve billing efficiency and accuracy and implement strategies to achieve these goals
• Handle escalated customer billing inquiries or complaints, resolving issues in a timely and satisfactory manner
• Manage the investigation and resolution of billing discrepancies and errors
• Review and analyze billing data to identify trends and areas for improvement
• Verify bill processing and accounts by preparing audit schedules
• Regularly review open accounts for collection efforts
• Correspond to customers to encourage payment of delinquent accounts
• Identify issues attributing to account delinquency and discuss them with management
• Collaborate with other departments, such as customer service and IT, to ensure smooth and efficient billing operations
• Prepare and present billing reports by collecting, analyzing, and summarizing data and trends as it pertains to MRR, MRR Churn, LTV, and ARPC to senior management

Basic Qualifications:

• Bachelor’s degree in finance, accounting, or business and 5+ years of professional experience in customer operations or A/R
• Previously worked for another Internet Service Provider
• 3+ years of professional experience in a supervisory or managerial role focused on customer operations or an equivalent A/R position

Preferred Skills and Experience:

• Experience leading a team as either a manager (responsible for a multi-tiered organization) or front-line supervisor (with direct reports) involving customer service, billing and/or collections responsibilities
• Excellent communication and team-building skills
• Record keeping principles and procedures
• Ability to work in a fast-paced /cross-functional environment
• Organized and self-driven, capable of working independently with little direction
• Capable of adapting to abrupt changes in strategy
• Strong attention to detail, project management, and organizational skills. You take pride in your craft

Compensation and Benefits:

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience. You may be eligible for long-term incentives, like performance and discretionary bonuses. You will receive access to medical, vision, dental coverage, short-term disability insurance, and life insurance. You may also accrue 3 weeks of paid vacation and be eligible for 6 paid holidays per year.