Billing Specialist I

The Billing Specialist I 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.

Essential functions of the role: 

• 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.
• 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.
• 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, invoices, or other issues
• Helps shadow and provides basic training to new team members

• 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.
• 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.
• Strong English fluency, as this role will work with mainly English Speaking customers and teams.