Billing Support Representative

The Crossbeam* Billing Support Representative (BSR) serves in both a back-office role and customer-facing role. As such, this BSR will perform a variety of proactive and reactive functions that support the SyncGlobal residential business segment. These functional areas of responsibility will encompass all areas of subscriber billing and payment processing and involve constant intra- and interdepartmental communication. BSR will work closely with Customer Service Manager (CSM) to ensure subscriber interaction and remediation follow best practices and reflect Crossbeam’s corporate values. The developmental progression of the BSR position includes becoming proficient in receiving and processing new subscriber orders, which will allow BSR to serve as an additional customer service (CSR) resource when needed.

*Crossbeam’s Billing Support Representative (BSR) position is a new role in the residential division. As such, the specific duties and scope of responsibility initially assigned to the BSR position are expected to evolve as the residential customer base grows and the BSR’s core competencies develop.

Additional responsibilities may include community outreach initiatives.

JOB DUTIES AND RESPONSIBILITIES

1. Potential Subscriber Communication

• Answer questions related to costs for service
• Direct potential subscribers to website to register

2. Subscriber Onboarding

• Enter and/or update subscriber account data into billing and operating system software
• Help individual customers needing assistance set up online billing portal
• Explain line-item charges to expect on first invoice

3. Active Subscriber Support

• Field change-of-service requests and educate customers on options
• Provide status updates on active requests
• Answer questions about monthly invoice amounts and due dates
• Assist subscribers with issues accessing online billing portal
• Update subscriber card information on file
• Process individual subscriber payments as requested
• Explain reasons for declined payments and guide subscriber on options for resolution
• Make proactive courtesy calls to new subscribers whose first invoice includes prorated fees. Explain first invoice and payment process
• As needed, assist CSRs by fielding incoming calls to the general support line.

4. Past-due Subscriber Activity

• Contact subscribers with past-due balances as directed by CSM to collect outstanding balances and help subscribers avoid suspension of services.
• Work closely with CSM to determine appropriate payment options for individual subscribers carrying outstanding balances forward.
• Process service suspensions due to non-payment.
• In consultation with CSM, determine required payment to restart service and communicate same to subscriber.
• Process account terminations due to non-payment as directed by CSM.

5. Inter- / Intradepartmental Activity and Collaboration

• Interact with CSRs and CSM to resolve subscriber account issues and complete account changes.
• Provide Finance Department with timely and accurate information related to accounting adjustments, requested billing reports, etc. as needed.
• Update Crossbeam’s Operations team (Ops) on suspended and terminated subscribers. Work with Ops to resolve process errors associated with suspensions and terminations.

Education:

• High school diploma or equivalent
• Bachelor’s Degree from an accredited institution (preferred)

Experience:

• Customer support experience
• Bill payment and collections experience
• Working in a team environment

ADDITIONAL SKILLS AND ABILITIES

• Pleasant and friendly telephone voice
• Excellent written and oral communication skills
• Type 40wpm with 95+% accuracy
• 10-key experience a plus
• De-escalation skills when conversing with agitated callers
• Motivated and willing to learn
• Active listening
• Attention to detail
• Problem solving skills
• Sitting and/or standing at a desk for most of the workday
• Use computer for much of the workday
• Lifting up to 50 pounds

SyncGlobal Telecom/Crossbeam is an equal opportunity employer. All qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

SyncGlobal Telecom/Crossbeam is a Drug-Free Workplace.