Description

Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads' activities, build lasting customer relationships, and efficiently manage teams. As a leader in our industry, we are seeking a highly motivated Billing Support Specialist to join our team and drive growth within the industry. Join us on our exciting journey and help shape the future of technology within the real estate space!

We are a 3-day in-office hybrid company and are seeking employees in the local Phoenix, AZ area to join our dynamic team!

Job Overview

The Billing Support Specialist is responsible for providing exceptional customer support to clients regarding billing inquiries, troubleshooting billing-related issues, and offering ongoing training on billing systems and processes.

Responsibilities and Duties

• Take ownership of billing issues raised by clients and ensure they are resolved efficiently.
• Assist clients in finding solutions to complex billing queries and concerns.
• Communicate with clients via phone, video conference, chat, and email to deliver timely and professional billing support.
• Create informative content in our customer community and knowledge base to address common billing issues.
• Demonstrate confidence and professionalism while troubleshooting billing discrepancies.
• Set up, manage, and maintain billing services for both new and existing clients using our proprietary software.
• Investigate and resolve billing discrepancies, software bugs, and other issues, escalating them as necessary.
• Consistently follow up with clients on pending billing matters to ensure resolution.
• Provide outstanding customer support across all communication channels, including social media.
• Take on special projects related to billing enhancements or new features within our billing system.
• Acquire in-depth knowledge of our billing product and the real estate industry to effectively address client inquiries.
• Collaborate with various teams including sales, account managers, marketing, and technical teams on billing-related initiatives.

Requirements

• Previous experience in billing, customer service, or technical support roles preferred.
• Strong organizational skills and ability to manage time effectively.
• Demonstrated consistency in work habits, with a strong work ethic and attention to detail.
• Proficiency in computer skills, with a general understanding of websites, CRM systems, and mobile apps.
• Ability to multitask and work independently to meet deadlines.
• Excellent written and verbal communication skills, with the ability to work well in a team environment.
• Positive demeanor and trustworthy character, with a customer-centric approach.
• Proactive attitude and ability to take initiative in completing projects and tasks.
• Capability to understand and articulate detailed information about our billing services and systems.
• Understanding of the real estate industry is advantageous but not required.