Escalated Billing Call Support Agent
Escalated Billing Call Support Agent
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Who is Blueprint
Why Blueprint
We are innovators. Motivators. Thought provokers. Our collective backgrounds bring diverse perspectives that enable us to consistently think differently. We want you to bring your biggest and best ideas to help positively impact our culture clients and the community around us. We believe in the importance of a healthy and happy team which is why our benefits include full medical dental and vision coverage and 401k.
What will I be doing
Blueprint is looking for an Escalated Billing Call Support Agent (English fluency required) to be part of the team.
The Escalated Billing Call Support Agent is a professional individual contributor position that has a passion for helping better our customer experience. We are looking for an experienced highly organized support professional who will play a critical role in ensuring compliance of our Service Level Agreement (SLA) and Statement of Work (SOW). The successful candidate will be able to accept ownership for effectively solving customer billing (unauthorized or chargeback)issues complaints and inquiries keeping customer & client satisfaction at the core of every decision and behavior.
Duties/Responsibilities:
- Deliver worldclass customer service by following established departmental policies processes and standards
- Manage and respond to customer calls and customer support tickets within the established SLA and performance guidelines
- Respond to customer support tickets escalated from Tier 2 Agents and successfully address the customers needs complaints and other issues
- Follow established troubleshooting procedures including use of appropriate resources and desktop tools to diagnose and troubleshoot issues
- Demonstrates functional skill in communicating and explaining information to the customer in writing and verbally with a focus on firsttime resolution.
- Multitask between multiple tools and systems and apply information and knowledge to customer situations
- May assist in the creation of knowledge base articles and help support development of team through active participation and collaboration to issue resolution
- Monitor client facing chat (Slack) and keep up with client updates and directives
- Consistently meet and exceed customer satisfaction and productivity metrics
- Provide exceptional customer support and consistently meet and exceed performance SLAs within a fastpaced structured dynamic and high transaction environment
- Coordinate internally with other teams as needed to provide feedback and help resolve issues
- May research and resolve escalated issues and may serve as a point of escalation to address customer inquiries
- May be assigned to assist in other ticket queues as needed
- Be a champion of Blueprints core values by amplifying those behaviors in the day to day
- Additional duties and special projects as assigned
Qualifications:
- A minimum of 1 year of customer service experience
- 1 years in customer support and/or technical troubleshooting
- 6 months of experience in the Billing queue and exhibit a thorough understanding of the Billing queue through ticket work
- Written and verbal fluency in English language required
- Comfortable using computers proficient typing skills and can perform initial level troubleshooting of computer and network issues
- Must be meeting performance expectations of the current role
- Proficient with Microsoft Office Suite or related software
Skills/Abilities:
- Ability to follow established troubleshooting procedures including use of appropriate resources and desktop tools
- Ability to function well in a highpaced metric driven and at times stressful environment
- Have a customer focus mindset career orientation towards customer service
- Excellent time management skills with a proven ability to meet deadlines
- Ability to conduct research and utilize resources to resolve customer inquiries
- Familiarity with online video game marketplaces and online gaming
- Excellent interpersonal organizational and relationship building skills
- Able to perform with little or ambiguous guidance
- Able to prioritize tasks and manage multiple priorities simultaneously
- Able to deescalate customer complaints
- Must be able to work in a fluid multicultural closeworking diverse environment
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
Essential Functions:
Availability:
- Must work a hybrid schedule two inoffice days per week in alignment with the organizations workfromhome policy.
- Specific work shifts may be subject to change based on business needs.
- Role may require work during weekends and holidays including potential blackout dates when PTO is not approved.
Physical Requirements:
- Comfort with working in a traditional office environment which involves working indoors without exposure to outside elements.
- Ability to sit at a workstation for extended periods engaging with content on a monitor.
- Proficiency in using a mouse laptop touchpad and keyboard with a minimum typing speed of 45 wpm.
Communication and Collaboration:
- Effective communication skills both verbal and written for interactions with coworkers professionals the public customers and clients.
- Role may require the ability to communicate in written form other languages as specified based on engagement requirements.
- Openness to receiving constructive feedback and maintaining courtesy in interactions.
Independent Judgment and Time Management:
- Demonstrate the ability to make decisions using experience and knowledge while also seeking assistance when needed and adhering to deadlines and engagement expectations.
Accessibility Accommodations:
- Reasonable accommodations may be made to enable individuals with disabilities to perform the job.
Salary Range
Pay ranges vary based on multiple factors including without limitation skill sets education responsibilities experience and geographical market. The pay range for this position reflects geographic based ranges for Washington state: $24.00 $27.25. The salary/wage and job title for this opening will be based on the selected candidates qualifications and experience and may be outside this range.
Equal Opportunity Employer
Blueprint Technologies LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race color age disability sex gender identity or expression orientation veteran/military status religion national origin ancestry marital or familial status genetic information citizenship or any other status protected by law.
If you need assistance or a reasonable accommodation to complete the application process please reach out to:
Blueprint believe in the importance of a healthy and happy team which is why our comprehensive benefits package includes:
- Medical dental and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
FLSA Job Classification: NonExempt Hourly Full Time Position
Location: Hybrid (Work from home and inoffice located in Bellevue WA)
Required Experience:
Unclear Seniority
Employment Type
Full Time
