Billing & Customer Service Associate
Responsibilities
- Own subscription invoicing and renewals
- Track subscription accounts receivable and update client accounts in Quickbooks, Monday, and Wordpress
- Serve as first point of contact for payment follow-up, renewals, and cancellations, according to internal escalation process
- Draft quotes for subscription sales, upgrades, and renewals for team approval
- Maintain up-to-date billing records in Quickbooks and Monday
- Support advertising accounts receivable as needed
- Technical Customer Service/Support
- Serve as the first point of contact for subscriber questions, online account issues, and troubleshooting
- Interface with individual readers as well as subscription administrators at cancer centers, health systems, biotech and pharmaceutical companies, non-profits, government agencies, and subscription management companies
- Interface with clients’ IT departments and libraries
- Onboard new subscribers
- Audit customer accounts to solve login issues, updating IP addresses on file and guiding customers through login options
- Draft/send account updates and usage reports to clients
- Perform monthly data exports
- Maintain up-to-date client records
- Supporting duties
- Participate in operations team monthly review meeting, flagging issues, overdue payments, and other concerns for team discussion and planning
- Document subscription sales inquiries, draft quotes to support subscription sales pipeline
- Other administrative duties as needed (may include: supporting the team in performing annual subscriber list audits, updating subscription sales and informational documents, and/or cross-training on advertising customer service to support team member PTO)
- Minimum 1 year of customer-facing or administrative experience—billing support or member organization experience is a plus
- Strong written and verbal communication
- High attention to detail, especially with financial data and technical systems
- Technically proficient—you learn new systems quickly
- A motivated self-starter who is not afraid to ask for help
- Interest in health, news publications, or oncology
- Experience with Quickbooks Online, Monday CRM, Stripe, and Asana
- Google Suite proficiency
- IT or technical customer support experience
- Experience interfacing with health systems or complex, matrixed organizations
- Experience in membership/subscription renewal, accounting, bookkeeping, collections, or invoicing
- Health insurance (Carefirst Bluecross Blueshield)
- Dental insurance (Carefirst Bluecross Blueshield)
- 401k-eligible with company match after 3 months of employment
- Unlimited PTO, in addition to scheduled publication breaks (3 week minimum)
- 12 weeks paid parental leave
Requirements
Nice to have
Benefits
Investment Policy
The Cancer Letter staff members are precluded from directly investing in pharmaceutical companies or data companies directly engaged in cancer.
Remote Logistics
The Cancer Letter is a registered employer in the following states: Maryland, Virginia, New Jersey, Massachusetts, Pennsylvania, New York, New Hampshire, Maine, and Washington, DC. If you do not live in one of these states, but wish to apply, you may—however, we will be strongly prioritizing the states in which we are already authorized. Please note, due to the volume of applications, if you do not answer the application questions, your application will not be considered.
AI Policy
We don't use AI to screen candidates, and similarly we expect you to not use AI to respond to our questions. AI-generated responses do not provide us with a clear picture of who you are as a candidate and will not be considered. If you have any accessibility issues, need accommodations, or have questions, please contact jobs@cancerletter.com. No phone calls, please.