Industrious

Customer Support Associate, Billing

Industrious

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida, Illinois, Massachusetts, New York, North Carolina

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Salary

💰 $55,000 - $60,000 per year

Job Level

JuniorMid-Level

About the role

  • Manage the customer billing experience from invoice generation to resolving payment issues
  • Serve as a primary point of contact for client billing and accounts receivable inquiries, providing clear, empathetic, and professional communication to resolve issues
  • Handle sensitive and complex billing matters with discretion, prioritizing member satisfaction and adhering to internal policies
  • Work within cross-functional teams to resolve payment and billing errors and support location managers with AR inquiries
  • Implement quality assurance for all billing-related processes and review monthly invoices before posting
  • Utilize accounting and AR platforms such as Salesforce, Stripe, or similar tools to manage customer accounts and ensure data integrity
  • Compile detailed statements of accounts including invoice breakdowns, payment allocation, credit memos, and refunds for members upon request
  • Provide billing-related support for the Special Projects team and execute transactions within Salesforce
  • Identify trends, suggest improvements, and contribute to optimizing the billing and collections process
  • Collaborate effectively across time zones, supporting coordination between East Coast and West Coast operations

Requirements

  • Proven ability to communicate clearly and empathetically with customers, both verbally and in writing
  • Strong problem-solving skills with a focus on delivering solutions that prioritize customer satisfaction
  • Familiarity with accounting systems and AR platforms (e.g. Zendesk, Salesforce, Stripe, or similar)
  • Ability to handle sensitive billing issues with professionalism, discretion, and a member-first mindset
  • Comfortable managing multiple tasks and deadlines with strong attention to detail in a fast-paced environment
  • Experience working cross-functionally with teams such as Accounting, Operations, and Sales
  • Strong analytical skills and the ability to work independently and collaboratively
  • Ideally located on the East Coast and willing to work some West Coast hours to support cross-time-zone collaboration
  • Bachelor’s degree or equivalent work experience required
  • Nice to have: experience in Billing/Accounts Receivable and a strong customer service orientation
  • 1+ years of experience in a customer service or client-facing support role, ideally in a billing or accounting environment