HomeAway is looking for a Billing Support Representative to join our exciting team in support of our industry leading business software. The Billing Support Representative is responsible for providing first line customer billing support via the phone or e-mail for property managers and inn-keepers who have purchased and are using our property management software offerings. We are looking for someone who enjoys solving problems for other people and can explain complex ideas and concepts in a simple manner. This team helps support property managers through billing support of a suite of evolving desktop and Software as Service offerings. The Billing Support Representative works with our accounting and billing teams on systems enhancements and upgrades, special projects, escalations and creating cases in Salesforce. Additional responsibilities may include Salesforce account administrative duties.
Responsibilities: - Supporting property managers who have purchased and are using our suite of property management software with billing questions and inquiries - Managing cases auto generated in Salesforce.com from emails - Creating cases in Salesforce.com for each customer call - Working with Billing, Accounting, and systems teams on systems improvements - Familiar and ability to navigate within Salesforce - Create and run reports in Salesforce - Admin account maintenance in Salesforce - Create and edit accounts in Salesforce - Stay up-to-date on product changes to provide accurate and thorough support - Advocate for customer needs by suggesting customer experience improvements - Effectively deal with job stress and upset customers - Meet appropriate productivity and quality levels in support of world-class service standards - Display flexibility towards shifts as per work floor requirements
Required Qualifications: - 2+ Years of customer service experience - Demonstrated experience with MS Office Suite and CRM systems required - Minimum typing skills of 45 wpmPreferred
Qualifications: - Bachelor’s degree preferred, but will accept equivalent experience in field - Industry pluses: Credit Card processor experience, charge backs experience, classified listings websites, travel websites, online advertising, or B2C websites - SFDC knowledge is preferred
Key Competencies: - Questioning and listening skills that support effective communication - Strong written communication skills - Resiliency to effectively deal with job stress and upset customers - Ability to build positive rapport, communicate appropriately with different behavior, and apply appropriate control of customer contacts - Ability to adapt quickly to product and procedure changes - Must be detail and service orientated - Moderate supervision needed; demonstrates initiative to handle more tasks independently
Potential Schedule: 8:00AM - 5:00 PM
Benefits: - Highly Competitive Pay - Target Annual Bonus - 4 weeks Paid Vacation - Great Medical & Dental Plans - Employee Purchase Discount Plan - Discounted vacation rental on a yearly basis (taxable benefit) - Free drinks & snacks - Weekly company update talks with our leadership team - Free Listing on HomeAway.com - Discounted Metro Bus & Rail pass - Electronic adjustable stand up desk - Casual dress code