Responsibilities
- Manage inbound and outbound communications related to billing inquiries, providing accurate and timely resolutions.
- Assist customers in understanding invoices, charges, credits, and payment terms.
- Investigate and resolve complex account discrepancies and accounting-related inquiries.
- Collaborate cross-functionally with Finance, Sales, and Support teams to ensure consistent and accurate communication.
- Address billing disputes with urgency and professionalism, ensuring concerns are resolved in a way that reinforces trust and long-term partnership.
- Take full ownership of assigned billing and collections cases from initial inquiry through final resolution, ensuring timely and accurate follow-through.
- Conduct collections outreach via phone and email while maintaining positive customer relationships.
- Negotiate payment arrangements when appropriate and ensure timely resolution of past-due accounts.
- Document all collection activities thoroughly and maintain accurate account records.
- Process ACH and credit card payments accurately and efficiently.
- Enter and reconcile account adjustments to maintain precise financial records.
- Perform customer information reconciliation across multiple systems and databases.
- Maintain organized and accurate customer documentation.
- Identify root causes of billing and payment issues and recommend process improvements.
- Provide proactive solutions aimed at reducing churn and improving overall customer satisfaction.
- Demonstrate initiative in resolving issues independently while partnering effectively with internal stakeholders.
- Deliver a high-quality support experience that balances financial stewardship with customer empathy, contributing directly to reduced churn and improved customer satisfaction.
- Proactively identify accounts at risk of churn due to billing concerns, payment challenges, or account dissatisfaction, and take appropriate action to resolve issues before escalation.
Requirements
- Expert-level familiarity with OpenTable products and operational processes, demonstrating your in-depth product knowledge.
- Strong knowledge of billing processes, accounts receivable, and collections practices.
- Exceptional attention to detail and high level of accuracy.
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong verbal and written communication skills, with the ability to handle sensitive financial discussions professionally.
- Swift issue comprehension and efficient problem-solving, showcasing your commitment to timely resolutions.
- Outstanding organizational skills, encompassing task prioritization and effective time management.
- Commitment to punctuality, schedule adherence, and maintaining performance standards.
- Have experience with disputes and negotiating payment resolutions.
- Ability to analyze financial data and resolve discrepancies efficiently.
Benefits
- Work from (almost) anywhere for up to 20 days per year
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Christmas Bonus
- 30 days - 20 days of paid time off a year
- 25% vacation premium
- Private health, dental, and life insurance
- Monthly social events and happy hours
Work Arrangement
Hybrid
Additional Information
- There will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters.
