International Voice Process -immediate Job in Trigent Software

Job Description:
Principal Responsibilities
Answers all inbound billing related requests in a fast-paced environment via phone, email, or chat.
Responds to billing or contract questions, including assisting with updating credit card information, canceling accounts and issuing refunds.
Assisting customers with plan downgrade, changing billing cycle, removing add ons like Right Signature, Share Connect, PODIO, reducing employee user licenses.
Educating customers on the ShareFile pricing and plans.
Takes initiative and identifies potential issues.
Negating invoices/duplicate Charges, sending invoices, W-9 tax forms and handling payment disputes.
Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around First day resolution, availability, contributions to team.
keeps current with billing, promotional programs and basic product knowledge regarding features, functionality.
Records details of interactions into the Salesforce.com Case Management System.
Other Duties and Responsibilities
May mentor more junior members of the team
Participates in customer-focused projects of interest
Engage in projects related to internal process improvements
completes other duties as assigned