At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
As a Billing Specialist at Constant Contact, you are not just handling transactions—you are helping customers succeed through clear, professional, and solutions-oriented support. This is not an entry-level role. You will serve as an advanced resource for resolving complex billing inquiries, supporting cross-functional teams, and executing customer retention strategies. In this role, your focus will be to increase customer satisfaction, reduce churn, and drive loyalty through a blend of billing expertise, problem-solving, and customer-first communication.
This is a remote role which starts on July 7th. The hourly rate ranges from $17 – $21 per hour. Performance based increases are available within the first year. There is an initial 90 day attendance policy.
What You’ll Do
- Deliver World-Class Billing SupportRespond to customer billing inquiries via phone, email, and cases with clarity, accuracy, and professionalism.
- Case Ownership & ResolutionProactively manage open case queues, ensuring timely and thorough resolution of all customer billing issues.
- Internal Leadership SupportAssist in the onboarding, mentoring, and development of new hires and Tier 1 team members by sharing billing expertise and training on key policies and processes.
- Cross-Functional CollaborationPartner with Customer Success, Retention, Sales, and Product teams to resolve billing-related concerns and ensure seamless customer experiences.
- Escalation & ResearchServe as a subject matter expert in investigating and resolving complex or sensitive billing scenarios, escalating as necessary in accordance with standard operating procedures.
- Retention & Save Strategy ExecutionHandle inbound calls from customers seeking to downgrade or cancel, applying empathy, critical thinking, and approved save offers to retain and re-engage customers.
- Trend & Volume ReportingSupport reporting needs related to call/case/chat volumes and provide insights into recurring customer billing issues or trends.
- Continuous Improvement & Special ProjectsParticipate in testing, pilots, and departmental projects to improve processes, tools, and customer satisfaction.
What You Bring
- 2+ years of experience in a Billing, Customer Support, Account Management, or Retention role (preferably in a SaaS or subscription-based environment)
- Strong problem-solving and analytical skills with the ability to interpret billing systems and customer account data
- High level of professionalism with excellent written and verbal communication skills
- Exceptional organizational and time management skills
- Proven ability to multitask in a fast-paced, metrics-driven environment
- Team-player mindset with a collaborative approach to problem solving
- Familiarity with Salesforce, Five9, and common billing platforms preferred
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Pay Transparency – All Full Time Employees
$17 – $21 USD
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family