Customer Service Operations Associate, Billing Resolution

In this role, you'll engage in a range of operational and administrative tasks to resolve billing issues while providing excellent customer service. You'll address customer inquiries, monitor operational performance, and collaborate with team members to ensure efficient service delivery. Building on your foundational knowledge in billing, you will help improve processes and ensure customer satisfaction. This is a hybrid role with a schedule of 3 days in office and 2 days remote.

Responsibilities

• Analyze billing error reports and determine steps to correct specific errors for the AR department to post payments.
• Work with both internal and external stakeholders to resolve billing issues.
• Create and interpret operational reports.
• Update and maintain standard operating procedures.
• Provide first-line support and escalate issues as needed.
• Track and report on resource utilization and call volumes.
• Conduct basic quality checks and audit customer interactions.
• Suggest improvements for operational efficiency.
• Manage follow-up activities for unresolved customer issues.
• Offer support to team members on operational activities.

Skills

• Accounting Skills: Experience with billing or Accounts Receivable processes.
• Analytical Skills: Basic analysis and interpretation of data.
• Customer Service: Enhanced customer interaction capabilities.
• Workflow Coordination: Understanding of workflow management.
• Detail-Orientation: Maintain attention to nuanced details.
• Basic Reporting: Capability to create and interpret basic reports.
• Time Management: Efficient handling of multiple tasks.
• Problem-Solving: Improved problem-solving abilities.
• Technical Skills: Familiarity with advanced office and operational software (ERP, Excel, databases).

Qualifications

• High School Diploma, with two years of comparable job experience.
• Bachelor’s degree in Accounting, Finance, or Business preferred.
• 1+ years of experience in a corporate A/R or billing department.

To maintain a fair hiring process, candidates are asked to participate in interviews without AI tools or external prompts. Virtual backgrounds should be removed, and in-person interviews may be required at a Wolters Kluwer office.

Pay

$29,200.00 - $48,900.00 USD annually. This role is eligible for a bonus. The compensation range is based on the primary location of the position, with actual salary influenced by skills, experience, and hiring location.

Benefits

• Medical, Dental, & Vision Plans
• 401(k)
• FSA/HSA
• Commuter Benefits
• Tuition Assistance Plan
• Vacation and Sick Time
• Paid Parental Leave