Description:
The Bell Business Markets Billing Team is focusing on providing an exceptional customer experience at every touch-point for service delivery and support to our Wholesale market customers.
The Billing Agent is responsible for investigating and responding to customer billing requests by navigating in various provisioning and billing systems. The agent also works in collaboration with internal and external teams to complete billing projects.
Job Duties / Accountabilities
- Validate, analyze and respond to customer billing requests independently
- Assure the accuracy of customer billing and initiate the required actions in order to bring corrections
- (if required) by following the established processes, while protecting company revenue
- Work in collaboration with the Finance team for the issuance of credits and debits in customer profiles
- Document the billing requests, disputes and projects in a clear and concise manner
- Assure adequate follow-up on requests
- Ensure that billing deadlines are met
- Handle complex situations, ensure the resolution of complaints or disputes, including customer escalations
- Handle billing projects in collaboration with various internal or external teams and take the required actions to implement and/or modify billing profiles based on the different type of customer contracts
- Participate in process improvement activities related to billing products and services
Essential Qualifications / Competencies:
- Knowledge of English required: Maintaining professional relationships with French & English speaking stakeholders across Canada is critical to this position
- Excellent ability to work in collaboration and partnership with various internal teams
- Excellent ability to communicate effectively verbally and written with clients, internal teams with respect and professionalism
- Excellent leadership and good decision-making skills
- Resourcefulness, autonomy, reliability and professionalism
- Excellent sense of organization and ability to manage time and priorities
- Ability to manage multiple requests under tight deadlines
- Enthusiasm and positive attitude
- Ability to adapt to changes
- Attention to details
- Strong work ethic/discipline and integrity
- Ability to manage stress and deal with ambiguity
- Ability to work with minimal supervision
- Use multiple system to support customers
- MS Excel basic level (Pivot Tables, V Lookups, etc.)
- Excellent customer service skills