Customer Care Representative - Billing (Hybrid)

Responsibilities: Handle a high volume of inbound customer calls regarding invoices, payments, account balances, credits, refunds, and billing transactions. Deliver exceptional customer service while maintaining professionalism, empathy, and accuracy during every customer interaction. Review customer account information and process payments accurately and efficiently. Navigate multiple systems simultaneously while assisting customers over the phone. Accurately document customer interactions, account updates, and resolutions within company systems. Maintain and update customer information, including account details, contact information, and account preferences. Research billing concerns and work toward timely and accurate resolution in accordance with company policies and procedures. Utilize active listening, problem-solving, and communication skills to identify customer needs and provide effective solutions. Resolve customer concerns professionally while promoting customer satisfaction and retention. Escalate complex billing issues through appropriate channels when necessary. Meet established individual and team performance expectations related to quality, productivity, attendance, customer experience, and call handling metrics. Maintain confidentiality of customer information and comply with company policies and procedures. Work effectively in a team environment to support departmental and organizational goals.

Qualifications: High school diploma or equivalent required. Six months or more of customer service, call center, billing support, or related experience preferred. Ability to work in a fast-paced, phone-based customer service environment with frequent customer interactions throughout the workday. Proficiency with computer applications and the ability to navigate multiple systems simultaneously while speaking with customers. Strong verbal and written communication skills. Commitment to delivering exceptional customer service through appropriate follow-through, urgency, and accountability. Strong time management, organizational, and prioritization skills. Ability to maintain a high degree of accuracy and attention to detail. Ability to learn new processes, systems, and procedures quickly. Strong problem-solving skills and ability to handle customer concerns professionally. Ability to work effectively both independently and as part of a team. Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.