CAREER OPPORTUNITY
Billing and Customer Service Supervisor
Full-time; Monday thru Friday, 8:00 AM to 5:00 PM
Work performed onsite; this is not a remote/hybrid position.
Role Description:
The (Mid-Level) Billing and Customer Service Supervisor is a hands-on leader who balances strong customer advocacy with operational excellence. This role oversees daily customer service, billing, and CRM operations to ensure billing accuracy, data integrity, and a consistently positive customer experience.
The Supervisor plays a key role in maintaining customer trust, supporting revenue goals, and analyzing business and customer data to identify trends and recommends opportunities. The ideal candidate is organized, detail-oriented, and confident in making decisions in a fast-paced environment, with strong communication skills and a collaborative, team-focused leadership style.
Essential Job Functions:
Customer Service & Billing Operations
· Supervise daily customer service and billing operations to ensure compliance with established procedures, quality standards, and service expectations.
· Oversee MIND billing processes, including billing cycles, audits, reconciliations, and reporting to ensure accuracy and integrity.
- Investigate and resolve complex billing issues, disputes, credits, and adjustments; escalate unusual or excessive matters to management as appropriate.
- Process customer payments and ensure accurate documentation and posting.
- Ensure all customer inquiries and service requests are responded to promptly and professionally across all communication channels.
- Maintain comprehensive knowledge of MetaLINK products, services, pricing, and promotions.
Customer Experience, Sales & Upselling
- Serve as an escalation point for complex or sensitive customer complaints and disputes.
- Promote a positive, empathetic, and professional customer service culture focused on customer satisfaction and retention.
- Support and actively participate in sales and upselling efforts, including explaining services, promotions, upgrades, and value propositions.
- Contribute to departmental sales, retention, and upselling performance in alignment with company expectations.
- Identify, implement, and track customer loyalty, retention, and recognition initiatives.
CRM Management, Reporting & Analysis
- Maintain and oversee the company’s Customer Relationship Management (CRM) system to ensure accuracy, consistency, and completeness of customer data.
- Establish and reinforce CRM usage standards and best practices for the Customer Service team.
- Monitor data quality, perform routine audits, and correct discrepancies within the CRM system.
- Generate, analyze, and distribute CRM and customer service reports related to customer activity, service requests, billing trends, sales opportunities, and retention indicators.
- Identify trends and insights from CRM data to support operational improvements, customer experience enhancements, and sales initiatives.
- Partner with Operations, Sales, and Marketing to ensure CRM data supports cross-functional needs and reporting.
- Assist with CRM enhancements, process improvements, testing, and user training as systems evolve.
Leadership & Staff Management
- Provide day-to-day supervision, coaching, and support to a customer service staff of three or more employees.
- Guide employees in handling difficult or complex customer interactions, billing situations, and CRM documentation.
- Coordinate department schedules to ensure adequate coverage; approve timesheets in accordance with company policy.
- Assist with recruiting, interviewing, onboarding, and training new department staff as needed.
- Conduct performance evaluations, provide ongoing feedback, and support employee development.
- Partner with Human Resources to address employee performance concerns and corrective actions when appropriate.
Training, Process Improvement & Communication
- Lead monthly department training sessions, including product updates, promotions, procedural changes, software updates, CRM usage, and customer service best practices.
- Participate in Operations meetings and provide feedback on customer service efficiency, billing accuracy, CRM reporting, and workflow effectiveness.
- Identify trends in customer inquiries, billing issues, CRM data, and service challenges; recommend process improvements.
- Document and maintain customer service, billing, and CRM procedures to support consistency and continuity.
Cross-Department Collaboration & Social Media Engagement
- Work collaboratively with Operations, Technical Services, Sales and Marketing teams to coordinate service orders, installations, changes, repairs, and disconnects.
- Coordinate with the Sales and Marketing Manager on customer initiatives, promotions, social media engagement, and outreach materials.
- Serve as an authorized company representative to professionally respond to customer inquiries, comments, and concerns on company social media platforms in accordance with established guidelines.
- Escalate sensitive or high-risk social media interactions to management or Marketing as appropriate.
Additional Responsibilities
- Perform the duties of a Customer Service Representative as needed to support departmental operations.
- Ensure compliance with company policies, internal controls, and data privacy standards related to customer, billing, CRM, and social media information.
- Support operational continuity during peak periods, staff absences, or high-volume events.
- Other duties as assigned by Management.
Knowledge, Skills, and Experience
- High school diploma or GED required; additional education preferred.
- 3–5 years of customer service experience, including billing responsibilities, CRM usage, and supervisory experience.
- Demonstrated leadership, coaching, problem-solving, conflict resolution, and negotiation skills.
- Strong written and verbal communication skills, including professional written responses for social media and customer communications.
- Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and professionalism.
- High attention to detail, particularly in billing, reporting, CRM data integrity, and documentation.
- Proficiency with computers and customer management systems; Microsoft Office experience preferred.
- Ability to remain calm, professional, and empathetic when working with stressed or upset customers.
- Reliable, punctual, service-focused, and team-oriented.
- Valid driver’s license required; must pass all required background and security checks.
