Billing Customer Care Specialist II

Job Description
Brightspeed has an exciting opportunity for a Billing Customer Care Specialist II to join our growing team! As a Billing Customer Care Specialist II, you will report to the Manager, Collections & Disputes. You will be expected to provide superior customer service and to provide prompt responses and resolutions to customer inquiries. Come help us build the best and fastest fiber-optic network in America!
As a Billing Customer Care Specialist II, you will have the following duties:
Research and respond to complex customer billing disputes.
Resolve disputes by following department policies and procedures.
Review customer disputes and make sure proper documentation is provided to support their claim.
Work closely with internal departments to gather information and validate customer disputes.
Work closely with collections team to inform them of any disputes issues/trends that may impact payments/collections.
Actively participate in team meetings.
Actively participate in meetings with customers and account management team.
Work with account management team to identify trends in dispute types.
Issues applicable credits when approved and provide resolution to customer point of contact.
Provide resolution to point of contact if/when dispute is denied.
Follow-up on contact to internal departments when waiting for resolution assistance.
Provide timely acknowledgement and updates to customer regarding dispute status.
Review and understand customer contracts when applicable.
Process and input incoming customer disputes into the ticketing system as needed.
Additional tasks and responsibilities may be assigned by management.