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Billing Support Agent
📊 Really an Analyst 📊
🎓

Bpcs is hiring a
Billing Support Agent

Who is Blueprint?

Blueprint is a technology company that focuses on digital transformation. We specialize in cloud and infrastructure, data platform and engineering, data science and analytics, organizational modernization and customer experience optimization.  We have a nationwide presence with offices across multiple regions and we serve customers in multiple industry verticals.

Why Blueprint?

We are innovators. Motivators. Thought provokers.  Our collective backgrounds bring diverse perspectives that enable us to consistently think differently.  We want you to bring your biggest and best ideas to help positively impact our culture, clients and the community around us. We believe in the importance of a healthy and happy team, which is why our benefits include full medical, dental and vision coverage, as well as paid time off, 401k, paid volunteer hours and tuition reimbursement.

What will I be doing?

Blueprint is looking for a Billing Call Representative to join our Billing team.  This is a hybrid role that provides the growth and challenge as you build dual expertise as an Billing Agent and a Billing Calling Representative. The successful candidate will be able to accept ownership for effectively solving customer billing (unauthorized or charge-back) issues, complaints and inquiries; keeping customer & client satisfaction at the core of every decision and behavior. This role will align to the current work from home framework and will eventually transition to an on-site position at the Bellevue location.

 

Responsibilities:

  • Manage a queue of outbound calls in a timely and efficient manner
  • Follow communication “scripts” when handling different topics during training process (prior to identifying your own style when making calls)
  • Identify customers’ needs, clarify information, research all issues and provide solutions and/or alternatives
  • Build sustainable relationships and engage customers by taking the extra mile. Provide the extra assurance and high touch customer support to move issues to resolution. 
  • Maintain up to date and comprehensible records of all conversations within Blueprint’s internal tools
  • Deliver world-class customer service by following established departmental policies, processes, and standards  
  • Manage and respond to customer support tickets submitted by our customers within the established SLA and performance guidelines for LOB 
  • Respond to customer tickets with relevant information and directions in an organized and concise manner 
  • Troubleshoot issues to help diagnose problems. Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. 
  • Effectively collaborates with the client to work through the troubleshooting process, ensuring customer problem resolution.  
  • Provide exceptional customer support and consistently meet and exceed performance SLA’s within a fast-paced, structured, dynamic and high- transaction environment. 
  • Ability to multitask between multiple tools and apply information and knowledge to customer situations. 
  • May be assigned to assist in other ticket queues as needed  
  • Meet personal/team qualitative and quantitative targets
  • Meet dual role responsibilities while maintaining designated metrics
  • Other duties as assigned

 

Key Skills:

  • Previous call representative experience in a customer support role is mandatory
  • Leadership characteristics (should always be able to maintain control of the call / situation) 
  • Strong phone and verbal communication skills along with active listening
  • Customer focus and adaptability to different personality types
  • Have the ability to show empathy, educate and provide solutions when needed
  • Ability to multi-task: search relevant information, investigate while on the call etc.
  • Must be detail oriented and be able to think rationally
  • Have the ability to make vital judgment calls / resolve billing issues in real time

 

Education and Experience: 

  • 1+ years call representative experience in a customer support role required
  • One year or more customer service experience preferred 
  • Associates degree or equivalent or relevant experience. Bachelor’s degree preferred 
  • Some online game knowledge and experience preferred 

 

Work Environment:

  • The work environment is usually a traditional office, indoor setting with no exposure to outside elements.  
  • This position may require a work schedule across weekends and holidays and may be subject to blackout dates which may include holidays where PTO is not approved.  
  • This position requires no travel.   

 

Please Note: This position is temporarily remote until we resume in office operations.

FLSA - Job Classification: Non-Exempt - Hourly, Full Time Position

Location: Bellevue, WA

How to Apply?
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