Job Summary:

The Billing Specialist will work with customers and staff across all i3 Broadband service areas. They will provide billing support to residential customers, business customers, and staff, to answer billing-related questions through various forms of contact.  The right candidate will be detail-oriented, analytical, and have excellent customer service skills.

Duties/Responsibilities:

• Handle customer inquiries promptly and effectively through various communication channels.
• Maintain up-to-date and accurate customer records.
• Maintains confidentiality of sensitive information.
• Collaborate in a team environment with coworkers and other departments to provide efficient and outstanding customer service.
• Provide support and solutions for customers through email, inbound and outbound calls to follow up with customer inquiries and to verify customer satisfaction.
• Work within our ticketing system to document all customer interactions using appropriate communication and information to help improve team performance.
• Manage the status of account balances and identify inconsistencies 

Required Skills/Abilities: 

• Willingness and desire to work in a fast-paced environment while maintaining a high level of attention to detail and quality results. 
• Must demonstrate excellent communication skills, both verbal and written, with a friendly and professional demeanor.
• Ability to navigate between multiple screens to access and record the necessary information needed to resolve customer orders.
• Adherence to laws and best practices when dealing with customers and data
• Comfortable dealing with numbers and the processing of financial information.
• Ability to work independently or with a team and maintain confidentiality.
• Ability to handle and prioritize multiple tasks each day.
• Must be detail-oriented with good organizational skills and attention to detail.
• Must be available to work occasional nights, weekends, and holidays (with holiday pay) to fulfill the team schedule.
• Willing to train, accept feedback and learn the job according to i3 standards.

 Education and Experience:

• Some data entry and customer service experience preferred.
• High School diploma or equivalent required.

Physical Requirements: 

• Must be able to sit at a desk for extended periods, working at a computer up to 8 hours per day.
• Ability to communicate orally and in writing.
• Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equipment.