Associate Billing Specialist

Together we're on a mission to power every property in the world and to do that we need to find the best talent in the world. That's why we're on the search for a superstar Associate Billing Specialist

Role Description

• Provide initial assistance to Cloudbeds customers and internal teams by addressing billing and subscription inquiries escalating complex issues when necessary

• Efficiently manage and process a large portion of billing tickets (emails) and take ownership of any issues or subsequent replies;

• Engage with cross-departmental teams (including Customer Service & Success Sales and Product teams) to identify and resolve subscription related  product bugs/issues;

• Be the point person for resolving  delicate or sensitive customer billing situations such as credits refunds or compensation requests via phone email or any other media that Cloudbeds uses to help customers;

• Be the first line of gathering necessary details for credit and refund requests as well as finance-related requests;

• Analyze billing ticket (emails) trends and work with product and support teams to improve the customer experience and lower # of requests related to billing/finance;

• Help create new tutorials as needed by contributing content to the database of billing support articles;

• Use training materials to keep up-to-date with the latest billing system updates.

• Diligently check on records of the company’s subscriptions to improve organizational accuracy. This includes auditing recorders of changes done to said subscriptions.

Other responsibilities:

• Perform other work-related duties as assigned such as taking part in various task-force projects;

• Be available on the weekend if the end of the month falls on a weekend day;

• Schedule vacations and travel around the sales cycles (Preferably avoid the end of the month);

You’ll Succeed With:

• Previous experience in billing support subscription management or customer service

• High attention to detail and proven experience making high stake decisions

• Excellent interpersonal communication and customer service skills with the proven ability to resolve challenging issues in a timely manner

• Strong written verbal analytical skills and problem-solving abilities.

• Able to decline requests with confidence and accountability for any decisions taken