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Customer Support Specialist (Billing)

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Bloomberg Gender-Equality Index
MINDBODY is one of 230 companies selected for the 2019 Bloomberg Gender-Equality Index (GEI) which distinguishes companies committed to transparency in gender reporting and advancing women’s equality. We believe that when women thrive, companies thrive.

Mindbody emerged from the simple idea that small business owners deserve the time to focus on what matters most: their customers. Our software has transformed that vision into the world's leading wellness services marketplace, linking hundreds of thousands of passionate health, wellness and beauty professionals to the millions of clients they serve.
Mindbody is a cloud-based business management software company for the wellness services industry.
We serve about 35 million consumers located in 130 countries & territories.
At Mindbody, work-life balance takes on a new meaning for us. When your life goals & values align with the work you do every day, balance is second nature.
We help inspired business owners seamlessly succeed & individuals all over the globe lead healthier, happier lives with our technology.
Company Overview - https://company.mindbodyonline.com/
Follow our careers page here - https://mindbodyonline.com/careers

POSITION SUMMARY:

The Billing Support Specialist provides specialized support to all Mindbody customers regardless of platform and supports all levels of Customer Experience utilizing multiple methods of contact, primarily phone calls and emails. This position works with customers directly, as well as supports internal Mindbody departments to help resolve any billing-related issues.

This position handles internal and external customer inquiries by gathering information to identify the nature of the problem and troubleshoots potentially complex system related issues in numerous areas of the business to ensure proper billing and record keeping. The Billing Team plays a key role in revenue retention as they actively collect revenue daily by working with customers to ensure timely receipt of payment.

The Billing Team is also responsible for the coordination of saves activities related to customer requests for cancellations and returns. This role will regularly interface with Subscription Management, Sales, Customer Success, Strategic Account Managers, and other internal departments.

<For Level II/III> will also participate in the implementation of process improvements, driving efficiencies across teams while enhancing the customer experience. This position is also responsible for training and mentoring new employees and other staff as needed and assisting with new process documentation.

KNOWLEDGE AND ABILITY AREAS:

· Advanced knowledge of Mindbody boilerplate contract terms and conditions, policies, procedures, and systems related to contracts and data administration, order fulfillment and billing.

· Working knowledge of Salesforce, Sales Order Management, Service Contracts and reporting applications.

· Proven ability to provide direct, proactive, and prompt response to customer issues, supply resolutions, and process cancellations when appropriate.

· Ability to remain professional, utilizes tact, judgment, and problem-solving skills to defuse and resolve difficult customer situations, escalated issues from sales and other internal customers. These conversations will typically take place over the phone.

· Able to identify and analyze situations, make sound decisions, and resolve issues within the scope of your ability and authority; understand when it is appropriate to involve or escalate to management, legal counsel, or other internal personnel.

· <For Level II/III> Ability to be a self-starter, work independently and effectively lead projects for the Billing Team or another team in Support.

· <For Level II/III> Ability to identify process inefficiencies and then analyze data and determine an improved process, ensure they are repeatable, gain efficiencies and foster effective

communication across functional departments. Create, implement, and maintain new processes.

· Strong organizational and analytical skills with attention to detail.

· Excellent verbal and written communication skills in a customer facing environment.

· Proficiency with Microsoft Office products (Excel, Access, Word, PowerPoint).

· Ability to train and mentor individuals to deliver results.

PRINCIPAL DUTIES & RESPONSIBILITIES:

Essential Functions:

· Deliver an exceptional customer experience.

· Consistently and accurately log all interactions, information, and term non-pay steps on the cases in Salesforce.

· Interact with the customer, sales, and other internal departments to manage and escalate difficult customer accounts.

· <For Level II/III> Lead and assist with special projects on an “as needed” basis.

· Provide assistance with reporting and tracking.

· Perform various activities in the Billing Support Team, including non-payment deactivations, negotiating payment terms, perform account updates based customer and company requests, etc.

· Conduct research to aid in the investigation of billing discrepancies and errors and partners with team members to fix those errors

· Analyze past due accounts and initiate collection efforts

· Make recommendations to senior leaders and executives on remediation requests to resolve customer issues and escalations.

· Use sound judgement and reasoning skills to determine and implement payment plans, offer and request remediation, and negotiate through Mindbody policies towards best helping the customer.

· Follow up with customers on the status of past due accounts receivable balances

· Contribute to billing and collection related knowledge, documentation, and training

· Update client billing information and any other relevant account information

· Support internal Mindbody teammates to help resolve any billing related issues

· Responsible for managing customer inquiries regarding billing issues, requests, etc.

Secondary Functions:

· Provide training and mentoring to new or existing team members, as necessary.

· Provide assistance with customer escalation situations

PREVIOUS SKILLS OR EXPERIENCE DESIRED:

· College Degree preferred.

· Experience in billing and collection work, preferred.

· SaaS (Software as a Service) billing experience preferred.

· 2+ years of Customer Service experience; preferably with 1 year of working knowledge of all Mindbody products and services.

· Ability to read and analyze customer questions.

· Ability to effectively present information and respond to customer questions, both orally and written.

· Strong attention to detail.

· Extremely organized.

· Ability to identify and resolve complex billing problems while remaining within established department process guidelines.

· Proven ability to handle a high call and email volume (inbound and outbound contacts) and comfortable with all communication methods.

· Excellent computer skills, including familiarity with using Microsoft Excel, internet browsers, online chat tools, and email.

· Effective communication skills, both verbal and written.

· Ability to handle escalated and complex customer issues with confidence, patience, and poise.

· De-escalation skills

· Tech savvy with the ability to quickly learn and acquire new industry, company, product, or technical knowledge efficiently.

· Customer focused mindset: use information to suggest improvements in products and services.

· Interact with colleagues and customers in a tactful and professional manner. Recognize the importance of building professional relationships.

· Strong time management skills, ability to prioritize and use time effectively and efficiently.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

· Dexterity of hands and fingers to operate a computer keyboard.

· This position is mostly stationery and will be required to remain stationery for extended periods of time.

· Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.

· The noise level in the work environment is usually moderately quiet.

· Extensive use of computer, mouse, and keyboard and sitting for extended periods of time.

· Fast paced, deadline-oriented environment.

· Requires dealing with confidential and sensitive matters.

· Position may require overtime to meet monthly goals.