Customer Billing Specialist
Summary
BigCommerce, named a "Best Place to Work" in Austin 2017, is looking for a Customer Billing Specialist for our Austin Four Points Office. In this position, you will assist customers with all aspects of billing and account management via phone and email queues. You will be responsible for helping customers update information, troubleshoot payment issues, get information about their services or additional services, and work with technical support as necessary to ensure world class customer service throughout each customer contact.
What you’ll do
- Provide outstanding, rapid-response email and phone-based client support to our clients
- Respond to client requests in our ticketing system and follow-up with Technical Support, Client Experience and Sales organizations while proactively keeping clients updated on the status of their issue
- Research and resolve client billing questions and issues
- Assist with general operational projects and issues as needed
- Assist in management of chargebacks and other retention or collections efforts as needed
- Assist with renewals and troubleshooting of domains and SSL purchases
- Engage in sometimes difficult conversations on pricing, refund denials, and termination of services while maintaining an always-professional and customer-first attitude
- Provide internal support for other organizations and their account services inquiries as needed
- Create manual billing runs for BOBO (Bill On Behalf Of) products or custom invoicing as necessary.
Who you are
- At least 6 months experience in customer support within a fast-paced, dynamic environment
- Excellent time management
- Good technical aptitude, including good knowledge of MS Office suite
- Experience with Salesforce, Zuora or billing systems a plus
- Experience with domain registration, transfer, and renewal a plus
- Extreme attention to detail
- A passion for world class client care is a must
- Accurate and fast typing speed
- Ambitious, self-motivated, goal-oriented and extremely driven
- A work ethic based on dedication to the company and its mission
- Excellent written/verbal communication and client relationship skills
- An eagerness to learn and adapt to changing business practices
BigCommerce is a robust, flexible ecommerce platform that provides established and emerging brands with everything they need to launch, promote, manage and scale a successful online store. BigCommerce merchants earn more than retailers on competitive ecommerce solutions thanks to advanced features, better site performance and streamlined business processes. Founded in 2009, the company has received more than $100 million in funding from SoftBank Capital, American Express, Telstra Ventures, General Catalyst, Revolution Growth and FLOODGATE. BigCommerce supports thousands of retailers around the world from its offices in San Francisco, Austin and Sydney.
We’re a team of smart, passionate and talented people on a mission to democratize commerce. If you’re looking to work with industry leaders and love what you do, we want to hear from you!
Perks & Benefits- An amazing company culture that doesn’t just talk values, but lives them
- Open vacation policy for salaried team members and generous accrual vacation policy for hourly team members, + paid sick time
- Competitive compensation packages and meaningful stock grants for every employee
- Comprehensive health insurance coverage that starts on day one
- Fully stocked kitchens and craft beers (don’t worry, we also subsidize gym memberships)
- Three especially cool offices in Austin, San Francisco and Sydney
- A free online store to help you live out your entrepreneurial dreams
- Employee-driven teambuilding activities like paintball, rock climbing, social sports leagues, hackathons, movie nights, river floats, etc.
- Time off for volunteering and employee-driven charity events