[Remote] Billing & Retention Representative Level 1

Note: The job is a remote job and is open to candidates in USA. Pair Networks, Inc. is a leading provider of web hosting services, and they are seeking a Billing & Retention Representative to manage customer billing inquiries and improve retention. The role involves handling billing-related questions, resolving payment issues, and proactively working with customers at risk of canceling.

Responsibilities

• Handle inbound billing questions related to invoices, payments, renewals, refunds, and account changes
• Assist customers experiencing payment issues or failed transactions
• Proactively engage with customers looking to cancel or downgrade to understand their needs and retain their business when possible
• Identify trends in churn and billing issues and share insights with leadership
• Work closely with support and finance teams to resolve customer issues efficiently
• Maintain accurate records of customer interactions and billing updates
• Ensure all billing and customer communications follow company policies and compliance standards

Skills

• Strong Customer Service skills with the ability to effectively address customer needs and inquiries
• Excellent communication and problem-solving skills
• Proven ability to work collaboratively in a team-oriented environment
• High school diploma or equivalent required

Benefits

• Comprehensive health benefits, with employer-paid dental and vision coverage.
• Employer-paid short-term disability, long-term disability, and life insurance.
• Generous paid time off and support for maintaining work-life balance.
• Opportunity to be part of an exciting, international expansion strategy.

Company Overview