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Retention/Billing Manager

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The Retention/Billing Manager coordinates billing functions and perform a variety of tasks, such as issuing invoices, handling payments…

 

 

Company: Phone.com

Location: Poway, CA

Job Type: Full-time, permanent

Reports to: Customer Service Manager/Director

Salary: $55,000.00 to $70,000.00 /year

Experience Level: 3+ years

 

 

Professional Environment:

The candidate selected will work in a locally and nationally respected organization in a dynamic industry. Continuous learning opportunities for enhancing skills and professional growth. Phone.com processes and technology implementations serve as benchmarks in the industry. Competitive salaries and substantial benefit options help foster a stable professional environment.

 

 

Personal Environment:

Located in northeast San Diego County, Poway is known as “The City in the Country” and prides itself on the fact that over half of the city’s 39.4 square-mile area is preserved as dedicated open space. The community offers a diverse range of housing options, an outstanding school district, a thriving business park with over 19,000 jobs, a broad range of dining and shopping opportunities, beautiful parks, over 55 miles of trails, numerous community events throughout the year and more. Poway is a great place to live, work, and play!

 

 

Mission Statement:

Phone.com is a premier cloud communications and business phone service offering a flexible, cost-effective platform and award-winning U.S.-based customer support to customers across North America. Phone.com has been recognized by the Inc. 500|5000 as well as Technology Fast 500 for fastest growing private companies. Our innovative business VoIP solutions include intelligent call forwarding, virtual phone numbers, audio and video conferencing, iOS & Android apps, and more.

 

 

Responsibilities:

   Supervisory Duties:

  • Reporting: Ensures daily/weekly/month reports are provided to management.
  • Projects: Acts as company point of contact for retention/collections issues & supports special projects as assigned.
  • Management: Partners with H.R. team and service manager to hire, train, and coach, team member performance.
  • Escalations: Handles escalated billing issues including account research, investigation, and resolution.
  • Training/ Mentoring: Ensure adequate training is rolled out to staff. Mentoring and staff development to improve the talent base of teams.
 

Day to Day Functions

  • Manage a team of 5+ to reach retention monthly quota
  • Works independently to complete outbound calling to customers with past due account balances to resolve service issues and/or request full payment of account.
  • Meets assigned goals for daily calling and collections.
  • Uses tact in overcoming objections to obtain payment.
  • Assist customers in setting up their account and insuring they fully understand how Phone.com services, features and pricing work and set up new accounts if needed.
  • Provide support to all Phone.com departments with customer retention issues or discrepancies.
  • Update customer call spreadsheets daily/weekly to provide reports to management.
  • Manage day to day activities of teams. Manage staff performance based on data.
  • Assisting Executive and Sales teams with special requests.
  • Monitor, track and follow through with multiple open account retention efforts.
  • Additional duties as assigned
 

Requirements:

  • Bachelor’s Degree preferred or equivalent
  • Experience with Salesforce.com, Five9 and/or Drift
  • Ticketing software experience a plus, such as JIRA
  • 1+ years experience in billing or collections
  • 3+ years’ experience in customer service, preferably in a call center
  • Supervisory experience preferred
  • Excellent written and oral communication, and ability to create email correspondence
  • Ability to manage a high volume of data entry accurately
  • Typing speed of at least 40 WPM
  • Experience with Excel spreadsheets, Google docs, shared docs, etc.
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