Customer Service Representative – Billing Specialist
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Job Description
Customer Service Representative at Healthy Gamer supporting clients with billing inquiries via email and chat. Collaborating in a remote environment to provide empathetic and accurate support.
Responsibilities:
- Interact with customers via email, online chat, or other electronic means to provide support and information on an assigned product or service.
- Answer customer inquiries and resolve billing problems and concerns, taking appropriate action to bring issues to closure.
- Maintain customer accounts and records of interactions, including inquiries, complaints, and comments.
- Resolve assigned billing tasks efficiently so General CSRs can complete tickets within reasonable timelines.
- Maintain and manage collections records and activities for delinquent accounts.
- Use knowledge of HG-specific products, services, or other assigned areas of expertise to answer inquiries or route them to the appropriate teams.
- Partner with the Customer Service Manager to resolve disputed payments, uphold billing standards and policies, and evaluate or update those policies as needed.
- Identify and implement process improvements, contributing to a culture of continuous improvement within the team.
- Act as a resource to peers by sharing best practices, offering guidance, and supporting the onboarding and training of new team members.
- Other duties as assigned.
Requirements:
- Minimum 1-2 years of financial or billing experience in a service industry; experience in a client facing environment a plus
- Minimum 1-2 years of client service experience in a service industry; experience in a healthcare service setting a plus
- Service-oriented and ability to work with customer grievances
- Understanding of basic accounting and billing principles
- Excellent written, verbal, and interpersonal communication, including active listening
- Excellent interpersonal and customer service skills
- Keen attention to detail and advanced organizational skills
- Knowledge of—or ability to learn—the relevant product or service area
- Proficient with relevant tools (Google Workspace, Excel, Slack, Discord, Stripe, HubSpot, etc.) and able to learn new software quickly
- Strong cross-functional collaboration and organizational skills
- Thrives in a fast-paced, autonomous, remote environment while staying on top of workload
- Experience and/or interest in mental health services a plus
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