Billing Support

As a Billing Support representative at Weave, you'll connect with customers via inbound phone calls, assist in clarifying billing terms such as billing dates and amounts, and provide essential follow-up through outbound calls and emails. You'll also proactively reach out to overdue customers to refresh their billing information and help convert customers to annual billing options. Your role is crucial in delivering exceptional customer service and ensuring customer satisfaction.

To qualify for the Billing Support position at Weave, you should have a minimum of one year of customer support experience, strong communication skills, and a positive attitude. Solid computer skills and the ability to adapt to new technologies are essential, as well as experience with browsers and basic troubleshooting. Having previous phone support experience and a desire to help customers will make you an ideal candidate.

At Weave, your training will take place onsite at our Lehi, UT headquarters. We provide extensive training to equip you with product knowledge and problem-solving skills, ensuring you can manage and resolve customer issues effectively. This hands-on approach allows you to collaborate with other team members and gain the expertise needed to excel in your role.

The Billing Support position at Weave offers flexibility! You can choose to work in a hybrid setup, in-office at our Lehi headquarters, or fully remote as long as you're based within the state of Utah. This flexibility ensures you can find a work environment that suits your lifestyle while remaining a vital part of our customer support team.

Success in the Billing Support role at Weave comes from a blend of strong soft skills, including excellent communication and the ability to de-escalate upset customers. Being passionate about helping customers and demonstrating a positive, attentive approach will definitely set you apart. Proactively problem-solving and a genuine desire to understand and resolve customer concerns are key traits that will help you thrive in this position.

In answering this question, focus on specific instances from your past roles where you successfully handled customer inquiries, resolved complaints, or contributed to customer satisfaction. Highlight skills such as your communication style, problem-solving techniques, and how you maintained a positive relationship with customers.

When faced with a difficult customer situation, emphasize your approach to active listening and empathy. Describe a specific scenario where you de-escalated an issue, showing how you acknowledged the customer's concerns, communicated effectively, and ultimately resolved the problem to their satisfaction.

Reflect on any past experiences where you dealt with billing inquiries or financial issues. Share specific examples where you clarified billing terms, helped update information, or guided customers through payment processes, emphasizing your ability to convey information clearly and patiently.

To provide great customer service, it's essential to be attentive, responsive, and personable. Highlight the importance of understanding customer needs, providing timely support, and being proactive in preventing or resolving potential issues to foster a positive experience.

Share your strategy for managing multiple inquiries effectively, perhaps by discussing techniques for prioritization, creating to-do lists, or using tools to track customer requests. Stress the importance of remaining organized while ensuring each customer receives quality support.

Discuss the tools you're familiar with, such as ticketing systems, chat platforms, and any customer relationship management (CRM) software. Highlight your adaptability and eagerness to learn new technologies that improve your effectiveness as a Billing Support representative.

When describing your communication style, mention your focus on clarity, conciseness, and empathy. Provide examples of how you've tailored your communication to meet diverse customer needs and ensure understanding, as well as how you maintain professionalism at all times.

Express your admiration for Weave's commitment to customer satisfaction and its supportive work culture. Discuss how the mission aligns with your values and passion for helping customers, and how you see yourself contributing to the team's success.

In your response, share a specific story where you exceeded customer expectations. Highlight the actions you took, the outcome, and how it impacted the customer experience positively—this showcases your dedication and problem-solving abilities.

Demonstrating knowledge about Weave can set you apart. Talk about the company's services, emphasizing customer-centric solutions and your understanding of their importance in enhancing customer relationships and retention. This shows you've done your research and are genuinely interested in the company.