What are the responsibilities and job description for the Customer Service & Billing Coordinator position at Stimulyst?

Company Name : Stimulyst

Job Title : Customer Service & Billing Coordinator

Pay Range : $21 - $25 / hr, commensurate with experience

Position Type : Full-Time

Work Hours : 40 hours / week, Monday thru Friday between 9am-5pm

Location : Remote, Work From Anywhere

Our Company

We empower woman-owned consulting firms to land higher-paying corporate clients. Our company mission is to s timulate economic growth and be a catalyst for social change by accelerating the success of woman-owned consulting firms. Less than 12% of woman-owned firms grow beyond six-figures in annual revenue. There isn’t a team more committed to shattering that revenue disparity among women entrepreneurs!

The Position

We’re hiring a high-performing Customer Service & Billing Coordinator to provide world-class customer service to our clients.

The primary objective of the Customer Service & Billing Coordinator is to efficiently handle daily customer service and billing responsibilities, utilizing advanced communication and problem-solving skills with a sense of urgency to resolve complex customer issues with care and professionalism as they arise.

The ideal candidate will :

Anticipate needs : Providing proactive solutions before clients express them
Show empathy & concern : Showing genuine concern and understanding for the client's well being, feelings and circumstances
Be courteous : Treating clients with the utmost respect and professionalism
Personalize service : Tailoring interactions to meet each client's needs
Respond quickly : Providing timely and prompt responses that completely resolve the client's issue so that the issue is "one and done" and the client is impressed by the speed with which the resolution is delivered
Educate and Empower : Gaining a deep understanding of our services so that one can educate clients on the "why" and empower them with what to do next time issues arise
Build loyalty : Turning clients into loyal advocates for the brand

The ideal candidate will be able to master the Essential Responsibilities related to customer service and billing and expand to support the Additional Responsibilities as outlined in the description below.

Essential Responsibilities

Support clients by promptly answering their questions and resolving their issues in a professional manner that accurately and positively reflects the brand and our mission.

Display a high level of emotional intelligence by listening to provide support, and intentionally encouraging others.

Own and manage the customer service inbox to maintain Inbox Zero on a daily basis.

Promptly immediately to client inquiries with a sense of urgency, not to extend beyond 24 hours.

Answer program questions and direct clients to the appropriate resources.

Handle grievances in alignment with SOPs.

Consistently follow customer service SOPs, making sure to update as processes change.

Develop additional SOPs, and amending current ones as processes are changed and added.

Use multiple systems to look-up detailed client information.

Measure the satisfaction of service delivery efforts.

Utilize Slack to effectively communicate with the team.

Ensure new clients are onboarded smoothly and quickly.

Send new client welcome boxes.

Handle client billing inquiries.

Ensure all clients are up to date with their payments, following up to be sure missing payments have been resolved.

Offboard clients that graduate from the program.

Track billing and cash collected and resolve outstanding accounts receivables.

Update program resources & FAQ's based on trends of client inquiries.

Additional Responsibilities

Book travel and manage company travel incentives & credit card points.

Manage company calendar

Coordinate with finance team to answer questions re : uncategorized spend (support budgeting & bookkeeping)

Manage business compliance paperwork & correspondence.

Manage the CEO’s calendar.

Coordinate with the HR and Finance team as needed.

Work with the tech team to improve automations and fulfillment based on common questions and concerns.

Send thoughtful gifts to clients, partners, and team members on special milestones.

Provide additional support where needed across our online programs and events.

Skills Required for the Job

Communication Skills

Ability to develop, read and interpret documents such as Standard Operating Procedures (SOPs), proactively making updates as processes change.

Ability to create reports, presentations, and thoughtful business correspondence.

Ability to speak effectively in front of groups of company employees, in routine client conversations, and in sensitive 1 : 1 problem-solving conversations with clients.

Ability to respond to common inquiries or complaints from customers.

Ability to respond effectively to the most sensitive inquiries or complaints.

Mathematic Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

Ability to apply mathematical skills to practical situations.

Problem Solving Skills

Ability to apply common sense understanding to carry out instructions furnished in written or oral form.

Ability to deal with problems involving several concrete variables in standardized situations.

Ability to effectively define client problems, establish facts, and draw valid conclusions with the focus of resolving the issue and reestablishing client satisfaction.

Computer Technology Skills

This is a tech-savvy position that requires an intermediate-level of technology proficiency. This position should be experienced in working with the systems and applications listed below. Experience with similar systems and applications will be considered where appropriate.

ClickUp

Convertkit

Microsoft Outlook

Google Drive

Airtable

Slack

Stripe

Thrivecart

Quickbooks

Paypal

Zoom

Fathom

Gusto

To Apply

Please submit your cover letter and application to hello@stimulyst.com.

Equal Opportunity

Stimulyst is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary : $21 - $25

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