Job Summary:
The Billing Analyst will engage with customers to respond to their inquiry using established and documented processes to bring escalated cases and any complex cases to a resolution while focusing on providing a positive experience to our customer.
Essential Responsibilities / Duties
· Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and a timely resolution · Create a positive, empathetic internal and external customer experience with each interaction
· Resolve escalated inquiries and any other inquiries related to an invoice, payment, account, cancellation, or similar inquiry
· Spot patterns of customer inquiries; analyze root cause; act transactionally and think relationally; share insights with team/leader to close opportunity gaps
· Document customer interactions, key findings, progress, and insights in Salesforce
· Facilitate problem identification, research, and timely follow-up to an ultimate resolution
· Collaborate with appropriate internal individuals or teams, as necessary
· Refer and/or escalate cases to the appropriate internal individuals or teams
