The Client Experience Specialist position is responsible for leveraging customer service skills to handle billing inquiries, providing clear, concise, and professional responses to maintain positive client relationships. The specialist also contributes to improving billing processes and systems by identifying trends in billing issues and recommending solutions. This role is pivotal in ensuring financial integrity and customer trust, making it essential for the smooth operation of Meriplex
Key Responsibilities/ Duties:
- Invoice and Credit Remediation – Conduct detailed investigations into client reports of billing errors, collaborating with finance and service delivery teams to verify service records and contract terms by making necessary adjustments including credits issued. Provide clients with detailed explanations of the remediation actions taken, ensuring transparency, and rebuilding trust.
- Customer Communication - Serve as the primary point of contact for clients regarding billing inquiries. Provide prompt, clear, and detailed responses to questions or concerns about billing statements and invoicing to ensure customer satisfaction.
- Billing Reconciliation - Conduct client invoicing review before initial two months of billing is posted to ensure accuracy and compliance with agreed terms and service levels. Identify and resolve any discrepancies between billed services and service delivery records.
- Customer Satisfaction Survey Engagement & Follow-Up - Engage clients through personalized follow-ups based on their feedback, addressing any concerns or negative experiences reported. This includes thanking clients for positive feedback and informing them about the steps taken by the company to address their specific feedback or concerns.
- Documentation Fulfillment - Efficiently process and fulfill client requests for documentation related to operational performance. This includes service reports, performance metrics, compliance documents, and any other operational documentation that clients may require to assess the MSP's service effectiveness.
Knowledge, Skills, Abilities, and Behaviors:
- Billing and Finance Principles: Understand basic accounting, billing processes, and financial principles relevant to the MSP industry, including invoice generation, credit processing, and reconciliation practices.
- Communication Skills: Excellent verbal and written communication skills for explaining billing details clearly and professionally to clients and for collaborating with internal teams.
- Problem-Solving Skills: Strong problem-solving abilities to address and resolve billing and credit issues efficiently.
- Attention to Detail: High level of accuracy and attention to detail to ensure billing and credit transactions are processed correctly.
- Responsiveness: Respond quickly to billing inquiries and credit requests to enhance client satisfaction and trust.
- Continuous Learning: Seek out opportunities for professional development to stay updated on billing practices, regulatory changes, and technologies in the MSP industry.
Education/ Experience:
- Bachelor’s Degree: A bachelor’s degree in business administration, finance, accounting, or a related field is required. This provides a foundational understanding of business and financial principles crucial for billing and credit remediation.
- Experience in Billing or Finance: 1-3 years of experience in billing, finance, or a related field within an IT or MSP environment is required. This experience should include hands-on work with billing systems, invoice generation, and financial reporting.
- Customer Service Experience: Experience in a customer service role, particularly in handling billing inquiries, disputes, and resolutions. This ensures the candidate is skilled in communication and understands the importance of customer satisfaction.
- Familiarity with IT Services: Experience or familiarity with the IT services and products offered by MSPs. Understanding the services being billed is crucial for accurately addressing billing issues and communicating with clients.
- Experience with Billing Software: Proficiency in billing and accounting software, as well as CRM systems, is often required. Experience with specific platforms used by the MSP may be preferred.
Physical Demands:
Sedentary Work – Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Disclaimer:
Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
