Billing Support Specialist

4 days ago

Subiaco, Australia Locafy Full time

Locafy is a global SaaS technology company providing powerful, low-cost, fully automated online search marketing products that deliver high ranking digital properties to our clients. We deal directly with small businesses, large enterprises, resellers, partners and marketplaces. Using our patented technology, in a short period of time, our business clients benefit from increased online visibility that directly impacts their search traffic, sales leads and customer interactions. Cutting edge technology, impressive results and a company poised for enormous growth.

As the Billing and Support Specialist you will coordinate the change and control process by providing excellent customer service for a well-managed company cashflow and efficient billing and collection of the organisation’s revenues. Co-ordinating the daily operational requirements, this could include: Delivering services and its collection, via effective system and processes to ensure client expectations. Billing process complete within the required working days of the billing closing period. Coordination of the billing, invoicing, and claiming of all services provided to clients. Drive process improvements for billing and collection systems. Working closely with key internal and external stakeholders to improve timekeeping processes to reduce billing adjustments and client complaints, whilst co-ordinating the end-to-end credit & debt collection process

As an integral part of a rapidly growing team, you will contribute to the overarching Locafy customer success strategy, providing great customer experiences and helping set our customers up for success

As our head office is in Perth, Australia, this role is to primarily serve customers from the APAC and North America Regions.

**Are you the next Locafy Customer Service All-Star?** Are you passionate about:
**Showing Initiative**:

- loves solving problems end to end, ensures communication loops are closed and the customer always understands what to do next.

**Always Learning** - believes if we are no longer learning we are no longer living, always wanting to understand through doing, growing, and learning together in a team environment.

**Creating Delightful Experiences** - Customer-obsessed and great with helping customers research invoice and billing issues through empathetic listening and understanding our customer's needs so we can help them have a great service experience, every day.

**Truth-Seeking** - Interested and compelled to seek for the truth is digging into details and finding things that don't look right. A key responsibility of the role is to identify incorrectly inputted data, research, and then correct it.

**Attention to detail** - in auditing data, preparing invoices, and tracking details from concessions and adjustments to the right invoice. The role is about aiding in cleaning up all Source of Truths and maintaining them, so attention to detail is a top competency in this role.

**Responsibilities**
- Provide exceptional day-to-day customer service and training to Locafy customers globally.
- Oversee the full billing cycle, from creation of subscription in Netsuite, followed by generation of invoice to collection of payment, monitoring and chasing outstanding balances to ensure each account is paid on time and in full.
- Utilize CRM & tools such as Hubspot / Slack / Jira / Netsuite / eWay, to manage interactions with customers and internal stakeholders.
- Keep an accurate record of client accounts, payment arrangements and outstanding balances and report as required by your direct manager
- The Billing Support Specialist will conduct monthly audits between Hubspot and Netsuite, identify any discrepancies and ensure actions are implemented to correctly reconcile the platforms.
- Securely handle client data and payment information, Provide regular, accurate reports of billing data.
- Be diligent in finding answers and keeping clients updated on request status, bugs and other inquiries ensuring all issues are passed off and dealt with accordingly.
- Be the expert in Locafy’s offerings—providing information, best practice uses, and more to customers.
- On a monthly basis, review all contracts due for renewals, and proactively reaching out to the operators to initiate conversations. Following the conversations, the Billing Support Specialist will terminate, auto-renew, or send out renewal contracts.
- Maintain product knowledge and awareness of developments to brief customers about new feature releases and updates as necessary.
- Be a voice of customer evangelist to our product and sales teams and pass along feedback from customers on product development suggestions; escalating issues as necessary.
- Work in collaboration with the wider operations team to develop plans and initiatives to drive customer success and platform adoption.
- Perform troubleshooting of Locafy accounts, products and services as necessary, documenting FAQs and building a shared knowledge base.

**S

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