Billing Customer Care Specialist II

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Brightspeed has an exciting opportunity for a Billing Customer Care Specialist II to join our growing team! As a Billing Customer Care Specialist II, you will report to the Manager, Collections & Disputes. You will be expected to provide superior customer service and to provide prompt responses and resolutions to customer inquiries. Come help us build the best and fastest fiber-optic network in America!

As a Billing Customer Care Specialist II, you will have the following duties:

• Research and respond to complex customer billing disputes
• Resolve disputes by following department policies and procedures
• Review customer disputes and make sure proper documentation is provided to support their claim
• Work closely with internal departments to gather information and validate customer disputes
• Work closely with collections team to inform them of any disputes issues/trends that may impact payments/collections
• Actively participate in team meetings
• Actively participate in meetings with customers and account management team
• Work with account management team to identify trends in dispute types
• Issues applicable credits when approved and provide resolution to customer point of contact
• Provide resolution to point of contact if/when dispute is denied
• Follow-up on contact to internal departments when waiting for resolution assistance
• Provide timely acknowledgement and updates to customer regarding dispute status
• Review and understand customer contracts when applicable
• Process and input incoming customer disputes into the ticketing system as needed
• Additional tasks and responsibilities may be assigned by management

WHAT IT TAKES TO CATCH OUR EYE: 

• At least two years of similar work experience
• Proficient in Microsoft Office Suite
• High attention to detail
• Organization skills, with an ability to stay focused and on the assigned task.
• Demonstrates flexibility and work collaboratively with team members to high quality service, meet customer expectations, and support business partners.
• Manage multiple tasks accurately and effectively while maintaining high productivity.
• Strong interpersonal and communication skills. Able to communicate effectively orally and in writing.
• Demonstrates integrity and the highest ethical standards in all aspects.
• Ability to learn complex systems, process quickly and be able to convey that knowledge to others.

BONUS POINTS FOR:

• Bachelor’s degree in finance, accounting, business, or related field
• Telecommunications industry experience

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice