Specialist: Billing Service Desk

Role purpose: The Specialist Billing Service Desk is responsible for providing exceptional billing customer service, resolving customer inquiries, handling billing-related issues, and managing customer accounts in a timely and efficient manner. They must possess excellent communication skills and be able to work collaboratively with other teams to ensure customer issues are resolved satisfactorily.

Key Accountable responsibilities:

• Provide exceptional customer service by responding to customer inquiries about billing and account issues via phone, email, or chat in a timely and professional manner.
• Resolve customer billing issues by analyzing and interpreting billing data, identifying errors or discrepancies, and taking corrective actions to resolve the issues.
• Collaborate with other teams, including sales, finance, and customer service, to research and resolve customer complaints and issues.
• Manage customer accounts by creating and updating account profiles, processing customer payments, and ensuring that customer information is accurate and up-to-date.
• Educate customers on billing procedures, payment options, and other related policies to ensure that they are fully informed and satisfied with the service they are receiving.
• Keep accurate and detailed records of all customer interactions, including inquiries, complaints, and issues, in the customer relationship management (CRM) system.
• Identify opportunities to improve billing processes and procedures and work with the billing team to implement them.
• Maintain a positive and professional attitude when interacting with customers and colleagues to ensure a pleasant customer experience.
• Meet individual and team performance metrics to ensure that quality standards and service levels are maintained.

Core competencies, knowledge, and experience:

• Excellent communication skills, both verbal and written, with the ability to effectively explain billing issues and procedures to customers.
• Strong analytical and problem-solving skills with the ability to examine and interpret billing data.
• Strong organizational skills, with the ability to manage multiple tasks and priorities.
• Experience working with data analysis software such as Excel and basic knowledge of SQL.
• Ability to work well in a team environment and collaborate across departments.
• Working knowledge of billing systems and software.
• Time management skills to effectively meet customer needs and respond to inquiries within established service level agreements.

Must have technical / professional qualifications:

• Bachelor's degree in business administration, finance, accounting, or a related field.
• At least 2-3 years of experience in billing customer service or a related field.

Key performance indicators:

• First Call Resolution (FCR) Rate - the percentage of customer inquiries that are resolved during the first contact with the service desk.
• Average Handling Time (AHT)- This KPI measures the average length of time it takes for a specialist to handle a customer inquiry.
• Customer Satisfaction (CSAT) Score - the level of customer satisfaction with the billing service desk's performance. Customers are typically asked to provide feedback on their experience after a support interaction.
• Billing Accuracy - the accuracy of billing statements and invoices generated by the service desk.
• Call Volume - the volume of calls and inquiries that the specialist handles over a given period. A high call volume may indicate that the billing system is experiencing issues, or that customers are having difficulty understanding billing procedures.
• Time to Resolution - This KPI measures the average amount of time it takes the specialist to resolve customer inquiries.