Customer Experience and Billing Specialist

Customer Experience & Billing Specialist

GlassesUSA.com has been disrupting the traditional eyewear industry, becoming the fastest growing and leading online eyewear retailer in the world with millions of customers. Our cutting-edge in-house technologies and data-driven philosophy constantly keep us on the frontline of the global eCommerce B2C industry.

We are looking for a Customer Experience & Billing Specialist to assist our customers with all their billing needs. The CX Billing Specialist responsibilities include resolving customer queries, recommending solutions and solving billing inquiries and issues. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. Ultimately, you will help establish our reputation as a company that offers exceptional customer experience during all sales and after-sales procedures.

Qualifications:

• Two years minimum customer service experience required.
• Understanding of how CRM systems work.
• Proficiency in the Google Suite and Microsoft Suite.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities are a must.
• Experience handling invoices and billing.
• Experience with refunds is a plus.
• Experience in customer service/support/sales or a similar role via live chat, phone, and email is a plus.
• Familiarity with our industry is a plus.
• Experience using help desk software is a plus.
• Familiarity with eCommerce and/or Optical Industry is a plus.

Responsibilities:

• Responding to customer queries in a timely and accurate way via email, phone, live chat, and messaging.
• Diagnosing customer billing issues or requests, solving problems, and helping with queries about their order.
• Complete tickets based on priority and SLA protocols.
• Handling VIP customers - including order creation, refund calculations, ticketing, and resolving customer issues by phone.
• Completing daily tasks assigned.
• Leading and developing special projects and initiatives.
• Other duties as assigned.

What we're looking for:

• An individual with a high attention to detail.
• Patience when handling tough cases.
• An individual that is great with numbers and has an analytical mindset.
• Great customer service organization - deliver WOW to our customers.
• An individual that prioritizes teamwork.
• Someone who is dependable and reliable.
• Willingness to actively contribute to and lead improvement initiatives.

Benefits:

• Entitlements to the company's benefits policy
• Paid time off
• Sick days
• Life Insurance
• Disability Coverage
• Referral Program
• Various other benefits via TriNet

Job Type: Full-time. On site. College Park, GA (Greater Atlanta Area)

Schedule:

• Monday-Friday
• Shifts for either 9 AM - 6 PM or 10 AM - 7 PM