Billing Support Specialist - Rapidscale

Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Cloud Engineering Support Specialist II

Management Level

Individual Contributor

Flexible Work Option

Hybrid

• Ability to work remotely part of the week

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Hourly base pay rate is $25.58 - $38.37/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

The Billing Support Specialist will be responsible for researching and resolving billing issues and discrepancies associated with RapidScale invoicing. This position will also assist in adding orders to customer accounts. As well as, identifying issues regarding bills due to premature billing or incorrect SKUs and initiate the dispute resolution process. This role will provide on-going daily support to the RapidScale Billing Department.

Duties and Responsibilities: (Essential Duties include but not limited to)

• Researches and resolves billing issues and discrepancies

• Concludes timely review of escalated customer bills within Salesforce Ticketing

• Utilizes Salesforce ticketing system to record all customer interactions and changes made to customer accounts

• Research data entry errors that impact revenue and billing reports, and communicates issues to appropriate contacts

• Reviews data in billing databases to ensure reflection of appropriate charges and changes due to new billing, renewals, removals, or cancellations

• Identifies root cause of billing/rating issues and coordinates resolution with appropriate departments

• Monitors customer contracts to ensure the billing of services are appropriate and accurate

• Responsible for emailing customer's requested documentation (invoices, credit memo's and/or other statements), as well as directing customers to the Customer Portal

• Escalates clients' requests for terms outside of the norm to Manager for approval

• Maintains standards as established through existing measures and procedures

• Identifies anomalies that affect billing by noticing trends in customer-based issues

• Responds to email inquiries regarding invoices, customers' account manager, and usage, directing to Leaders if escalation is needed

• Ensures special term (e.g., annual billing) documents are linked to proper accounts

• Ensures the payment terms and methods are set to default unless proper addendum is attached or documented on account.

• Learns and adheres to company regulatory requirements

• Completes and supports other tasks and projects as assigned

Experience & Skills Requirements:

• High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years' experience in a related field

• Requires strong knowledge of Microsoft Word, Excel, PowerPoint

• Excellent skills to work effectively with teams throughout organization

• Excellent communication, presentation, and writing abilities.

• Excellent organizational and time management skills.

• Technical understanding of various cloud, network, and computer applications.

• Ability to interact with customers to resolve issues and impact customer experience.

Preferred:

• Experience with Salesforce and/or Zuora Billing a plus

Working Environment:

Fast paced, positive, high-energy environment. Can have high levels of stress due to deadlines and necessity of quick response times.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that's true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we're creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer

• All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.