Billing Manager

Key Responsibilities

• Build and develop the team - Recruit, interview, train, mentor, and develop a growing team of Billing Specialists, creating opportunities for employees to learn and succeed.
• Drive team performance - Establish clear expectations, monitor service quality and productivity, and coach employees to achieve individual and team goals.
• Resolve escalations - Take ownership of complex billing and account concerns, ensuring issues are resolved professionally, accurately, and efficiently.
• Manage staffing and coverage - Coordinate schedules and monitor adherence to ensure appropriate coverage based on call and ticket volume.
• Maintain service quality - Review calls and tickets, identify opportunities for improvement, and provide consistent, constructive feedback.
• Improve processes - Identify and implement solutions that improve billing accuracy, operational efficiency, and the overall customer experience.
• Oversee collections - Guide outbound collection efforts on past-due accounts while promoting professional, respectful, and effective customer communication.
• Collaborate across departments - Partner with Sales, Customer Loyalty, Operations, and Finance to resolve issues, streamline processes, and support shared business objectives.
• Analyze performance and reporting - Review team metrics and reports, identify trends, and use data to guide decisions and improve results.
• Create a positive team culture - Foster an engaging, collaborative, and accountable work environment where employees feel supported, motivated, and empowered to succeed.
• Perform other duties as assigned.

What You Bring

• Experience in billing, accounting, collections, customer service, or a related field.
• Previous leadership, supervisory, or team-management experience strongly preferred.
• The ability to motivate, develop, and hold team members accountable while maintaining a supportive work environment.
• Strong customer service skills and a commitment to delivering an exceptional customer experience.
• Excellent problem-solving and decision-making skills, including the ability to handle escalated customer concerns.
• Strong analytical skills and attention to detail, with the ability to interpret reports and performance metrics.
• Excellent interpersonal, written, and verbal communication skills.
• Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
• The ability to manage competing priorities, adapt to change, and remain effective in a fast-paced environment.
• A collaborative, team-oriented approach and the ability to build strong working relationships across departments.
• A proactive mindset, with the initiative to identify opportunities, solve problems, and work independently when needed.
• A passion for developing people, improving processes, and contributing to team success.

Preferred Qualifications

• Experience managing a billing, collections, or customer service team in a call center environment.
• Familiarity with ISP, telecommunications, or subscription-based billing systems.
• Experience with workforce scheduling and call center performance metrics, including schedule adherence, quality assurance (QA), and average handle time (AHT).

Physical Demands

• Ability to remain in a stationary position for extended periods, typically 8-10 hours per day.
• Repetitive motions that may involve the wrists, hands, and fingers.
• Visual acuity, speech, hearing, hand-eye coordination, and manual dexterity necessary to operate a computer, keyboard, telephone, and other office equipment.
• Regular use of computers and office equipment, with occasional movement throughout the office.
• Ability to communicate effectively through email, telephone, and in-person interactions.

Working Hours/days

• Full-time, on-site position.
• Approximately 40 hours per week.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health Savings Account (HSA)
• Opportunities for advancement
• Paid time off
• Vision insurance

Work Location: In person