Billing Analyst

Hiring for June 2024! 

SPS Commerce is hiring a Billing Analyst to join the team! The Billing Analyst will engage with customers to respond to their inquiry using established and documented processes to bring escalated cases and any complex cases to a resolution while focusing on providing a positive experience to our customer!

Essential Responsibilities / Duties

· Utilize processes, tools, and resources to respond to customer inquiries, educate customers, troubleshoot issues, provide resources, understand the Voice of the Customer, and a timely resolution

· Create a positive, empathetic internal and external customer experience with each interaction

· Resolve escalated inquiries and any other inquiries related to an invoice, payment, account, cancellation, or similar inquiry

· Spot patterns of customer inquiries; analyze root cause; act transactionally and think relationally; share insights with team/leader to close opportunity gaps

· Document customer interactions, key findings, progress, and insights in Salesforce

· Facilitate problem identification, research, and timely follow-up to an ultimate resolution

· Collaborate with appropriate internal individuals or teams, as necessary

· Refer and/or escalate cases to the appropriate internal individuals or teams

Minimum Requirements

· Bachelor’s degree plus at least 1 year of related experience; or equivalent combination of education and experience

· Problem-solving and investigative mindset while being curious and having a customer-centric focus

· Professional and customer centric slant on verbal and written communication skills

· Proven competence with Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook)

Preferred Experience

· Prior customer service experience in any industry

· Demonstrated abilities and comfort to navigate a variety of platforms (e.g., Salesforce, VersaPay, MS Dynamics NAV)

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more. 

EOE including disability/ veteran