Senior Billing Analyst (Remote - Night Shift)

Job Summary The Senior Billing Analyst relates well to the customer, thinks and exercises sound judgment and acts responsibly in the customer's and the company's best interest. The Senior Billing Analyst provides world-class service to our customers by promptly answering a full range of customer requests, inquiries, and complaints relating to their invoices and resolving general billing questions. Responsible for auditing customer agreements to determine contract start dates by analyzing various systems & calculating downturn allowance with the goals of increasing productivity, quality results, and continuously improving client satisfaction. Responsible for monthly billing audits to ensure accuracy for all service adds. Responsible for customer asset auditing, tracking all incoming and outgoing assets and ensuring accurate billing of assets. Has developed specialized knowledge/skills and may act as a resource for colleagues with less experience. Job Description Core Responsibilities

• Interacts with customers via telephone, e-mail, or video meeting to assist with a variety of customer inquiries and issues.
• Review customer contracts to determine terms and conditions as well as billing accuracy.
• Perform monthly billing audit.
• Demonstrates good oral and written communication skills, with the ability to articulate relevant information and directions in an organized and concise manner. Explains invoices, contracts, and dispute resolutions effectively to ensure customer understanding.
• Navigates through multiple internal systems to retrieve relevant information for resolving billing issues.
• Maintains and coordinates interdepartmental communications as they apply to customer problem resolution.
• Consistently meets or exceeds established goals and performance metrics.
• Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers. Regular, consistent, and punctual attendance. Must be able to work variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

• Must have 3 years of relevant experience as a billing analyst.
• Customer-facing experience.
• Excellent command of the English language.
• Proficiency in the use of MS Excel application.
• Preferably with customer service experience, experience in resolving customer disputes, and familiarity with reading contracts.

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users, and advocates of our game-changing technology, products, and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making callbacks, and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors, and our communities.

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.