Customer Support

• 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

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