Billing and Account Support Representative

Sumeru Technologies LLC is committed to delivering reliable technology solutions and exceptional customer experiences. We value accuracy, accountability, professionalism, and customer satisfaction in every aspect of our operations. We are seeking a detail-oriented, customer-focused, and organized Billing and Account Support Representative to join our team.

This position offers an opportunity to contribute to efficient billing operations, maintain accurate customer account information, and provide timely assistance with billing inquiries and account-related concerns.
Job Summary

The Billing and Account Support Representative will be responsible for assisting customers with billing inquiries, payment processing support, account updates, invoice clarification, payment discrepancies, and general account maintenance. The successful candidate will serve as a key point of contact for customers who require assistance understanding charges, resolving billing concerns, updating account details, and managing payment-related requests.

The ideal candidate will combine strong customer service skills with numerical accuracy, administrative efficiency, and problem-solving abilities. This individual must be comfortable handling confidential financial information, following established procedures, and collaborating with internal departments to ensure billing issues are resolved promptly and accurately.
Key Responsibilities

1. Customer Billing Support

   Respond to customer inquiries regarding invoices, billing statements, service charges, payment deadlines, account balances, and transaction records.
   Explain billing information, applicable fees, payment terms, and account charges in a clear, professional, and customer-friendly manner.
   Investigate billing complaints and discrepancies by reviewing account records, invoices, transaction histories, and relevant documentation.
   Provide timely updates to customers regarding billing investigations, adjustments, and outstanding requests.

2. Account Management and Maintenance

   Create, update, and maintain accurate customer account records in the company's billing systems, customer relationship management (CRM) platforms, and other approved applications.
   Assist customers with account registration, profile updates, contact information changes, service details, and account access inquiries.
   Verify customer information in accordance with established authentication and data protection procedures before making account changes.
   Review account information regularly to identify missing details, inconsistencies, or potential errors requiring correction.

3. Payment and Transaction Support

   Assist customers with payment-related inquiries, payment confirmations, failed transactions, duplicate charges, and outstanding balances.
   Provide guidance on approved payment methods, payment procedures, and applicable payment timelines.
   Coordinate with finance and accounts receivable teams to investigate unallocated payments, transaction discrepancies, and unresolved payment issues.
   Follow established procedures when handling payment-related requests and ensure sensitive financial information is managed securely.

4. Invoice Processing and Documentation

   Support the preparation, review, distribution, and maintenance of invoices and billing statements as assigned.
   Check billing documentation for completeness, consistency, and accuracy before processing or escalating discrepancies.
   Maintain organized records of customer interactions, payment inquiries, billing adjustments, account changes, and issue resolutions.
   Ensure all account notes and billing-related activities are documented accurately in the appropriate systems.

5. Billing Dispute Resolution

   Investigate customer concerns involving incorrect charges, missing payments, duplicate invoices, service-related fees, and differences between invoices and account records.
   Work with relevant departments to validate information, identify the source of discrepancies, and recommend appropriate corrective actions.
   Escalate complex billing disputes, potential fraud concerns, or requests requiring additional authorization to the appropriate supervisor or specialist.
   Communicate investigation outcomes and approved resolutions to customers in a timely and professional manner.

6. Customer Communication and Relationship Management

   Handle inbound and outbound customer interactions through telephone calls, email, live chat, and other designated communication channels.
   Demonstrate patience, empathy, and professionalism when assisting customers with sensitive or frustrating billing concerns.
   Follow up on unresolved cases and keep customers informed until the matter is resolved or appropriately transferred.
   Build positive customer relationships by providing accurate information, setting realistic expectations, and maintaining consistent service quality.

7. Compliance and Confidentiality

   Protect customer account details, payment information, and other confidential records from unauthorized access or disclosure.
   Follow company policies, applicable financial procedures, data protection requirements, and internal controls.
   Adhere to authorization requirements for account changes, refunds, credits, and billing adjustments.
   Report suspected errors, suspicious transactions, or potential security concerns through established reporting channels.

8. Reporting and Continuous Improvement

   Prepare routine reports on billing inquiries, unresolved cases, payment discrepancies, account updates, and customer service performance when required.
   Monitor recurring billing issues and identify opportunities to improve documentation, workflows, and customer communication.
   Participate in team meetings, training sessions, coaching activities, and performance reviews.
   Collaborate with customer service, finance, sales, and technical support teams to improve billing accuracy and the overall customer experience.

Qualifications and Requirements

A high school diploma or equivalent qualification is required. An associate degree or bachelor's degree in Accounting, Finance, Business Administration, or a related field is an advantage.
Previous experience in billing support, accounts receivable, customer service, account administration, or a similar position is preferred.
Strong numerical, analytical, and problem-solving skills, with excellent attention to detail.
Proficiency in Microsoft Excel, Word, email applications, and general office software.
Familiarity with billing platforms, CRM systems, accounting software, and payment processing systems is desirable.
Excellent verbal and written communication skills.
Ability to manage multiple customer inquiries, prioritize tasks, and meet deadlines.
Strong organizational skills and the ability to maintain accurate records.
A high level of integrity and discretion when handling confidential financial and customer information.
Ability to work independently and collaboratively in a fast-paced, customer-focused environment.

Key Competencies and Performance Indicators

The successful candidate will demonstrate accuracy, accountability, customer empathy, sound judgment, effective time management, and a commitment to continuous improvement.

Performance will be evaluated using relevant key performance indicators (KPIs), including billing accuracy, inquiry response times, resolution rates, customer satisfaction, documentation quality, case follow-up, compliance with internal procedures, and timely escalation of unresolved issues.

Compensation and Benefits

Compensation will be based on qualifications, relevant experience, skills, and job location. Eligible employees may receive additional benefits in accordance with company policies and applicable employment laws. Further details will be provided during the recruitment process.

How to Apply

Interested and qualified candidates are invited to submit an updated CV or résumé highlighting relevant billing support, customer service, account management, and administrative experience.

Sumeru Technologies LLC encourages qualified candidates who value accuracy, professionalism, and excellent customer service to apply.

Join Sumeru Technologies LLC and help us deliver accurate billing support, reliable account management, and exceptional customer experiences.