CX Specialist- Special Handling

About the role

The CX Specialist- Special Handling is a collaborative and solution-oriented partner responsible for nurturing a portfolio of special handled customer accounts, and building alignment on complex billing related to pricing, cylinder balances, and other billing discrepancies. The role requires excellent organizational, root cause analysis, and time management skills.

Responsibilities

• Act as a primary point of contact for customers requiring specialized billing support, building strong relationships and supporting customer satisfaction by fostering understanding of customer billing expectations.
• Collaborate with internal teams to understand customer needs and develop tailored solutions for special handling requests.
• Identify and build alignment on complex customer billing concerns by coordinating with internal departments (e.g., branches, account managers, technical support, CX and leadership teams) to support timely and accurate fulfilment of the customers billing needs.
• Proactively identify and address potential problems or delays in the special handling process, escalating as needed to advance healthy account balances.
• Document all customer interactions, special handling expectations, and resolutions accurately.
• Participate in continuous improvement initiatives related to special handling processes and customer experience.
• Stay informed about billing expectations and company policies pertaining to assigned special handling portfolio.
• Build alignment on account discrepancies, by submitting the appropriate documentation or requests such as crediting/rebilling invoices due to pricing, cylinder, purchase order or other identified billing issues.

Requirements

• A High School Diploma or equivalent.
• 2+ years of billing/accounts receivable experience in a high-volume, fast-paced environment with Customer Service related experience.
• Comfort balancing multiple priorities.
• Strong approach to building alignment on unexpected variances involving several concrete variables in standardized situations.
• Good organizational and analytical skills.
• Experience with Microsoft Excel, Google Sheets, and Airtable or any other spreadsheet software program.

Qualifications

• Associates Degree in Accounting or Business related field a plus.
• Experience with SAP and/or ERP systems is a plus.

Benefits

• Comprehensive Family Benefits: Medical, Dental, Vision, Life, AD&D, and Disability Insurance.
• Support for Parents: Up to 14-week paid child birth benefits to support growing families.
• Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.
• Early Access: Benefits start after just 30 days of employment.

Pay

Base pay + performance incentives

Schedule

Hybrid Schedule, Monday-Friday, NO Weekends!