Customer Service / Implementation Support Specialist

Customer Service / Implementation Support Specialist Overview

• The Customer Service / Implementation Support Specialist role is a temporary contract position supporting a professional services firm.
• Assist in transitioning customers to a new payment system, ensuring smooth operations and customer satisfaction.
• Provide expert support through phone and email, addressing inquiries about invoices, payments, and account balances.
• Collaborate with multiple departments to resolve customer issues and enhance service quality.
• Work on-site during standard business hours, Monday to Friday, in a dynamic and fast-paced environment.
• Gain valuable experience in customer service and implementation support within a professional services context.
• Engage in a structured training program to ensure readiness for the role and contract duration.
• Contribute to a team-oriented environment, focusing on delivering exceptional service and operational excellence.

Customer Service / Implementation Support Specialist Key Responsibilities & Duties

• Handle customer inquiries regarding invoices, account balances, payments, and payment status through phone and email.
• Assist customers with navigating the payment portal, including online payments and autopay enrollment.
• Explain system changes and guide customers through the transition to the new payment system.
• Troubleshoot billing and payment issues, escalating complex problems as necessary.
• Document customer interactions accurately, including account updates and resolutions.
• Collaborate with Financial Services, Billing, Credit, Sales, Operations, and Customer Experience teams to address customer concerns.
• Communicate recurring issues and system/process concerns to management for improvement.
• Maintain professionalism and empathy when handling challenging customer situations.
• Support billing, accounts receivable follow-up, payment reconciliation, and credit hold inquiries.

Customer Service / Implementation Support Specialist Job Requirements

• Bachelor of Arts (BA) degree preferred, with relevant customer-facing experience.
• Minimum of 2 years of experience in call center, billing, accounts receivable, or financial customer service roles.
• Proficiency in Microsoft Excel, Word, Outlook, and Teams; familiarity with Stripe, BillTrust, or similar systems is advantageous.
• Strong verbal and written communication skills, with the ability to explain complex billing processes clearly.
• Attention to detail and ability to accurately document customer interactions and resolutions.
• Professional demeanor, patience, and empathy in handling challenging customer situations.
• Capability to learn new systems and adapt to evolving processes effectively.
• Fluency in English is required for effective communication with customers and team members.
• Ability to work on-site during standard business hours, Monday to Friday.