Customer Support Consultant

No spotlight call at this time

Location: The first six weeks will be hybrid on site, in Westbrook, Maine for three days per week. Once training is completed, the hybrid requirement is to be onsite in Westbrook, Maine two days per week.

The Veterinary Software Business Services & Subscription team is looking to add an additional Business Support Specialist member to our growing team to help meet business demands; the role is a unique combination of order entry and billing-related customer service. This team is part of the Veterinary Software Customer Experience division, a dynamic team that is focusing on improving the accuracy and response time of our customer experience across all *** software from sale throughout the customer lifecycle.
The Business Support Specialist will play a key role in ensuring accurate and timely billing of *** software products and services. This individual will handle a variety of administrative and customer-facing tasks to support billing operations, including responding to customer inquiries, processing contracts, and maintaining accurate records per our audit standards.
The ideal candidate will have strong attention to detail, excellent communication skills, and proficiency in data entry.
PRIMARY DUTIES AND RESPONSIBILITIES:

Customer Facing Billing Representative
The role would be responsible for communicating with our customers about billing inquiries surrounding the Veterinary Software invoices on their monthly statement.
This person will act as Tier II of billing questions for customers. General *** Billing Needs are handled by a separate team, but we manage the inquiries that are specific to software subscriptions, as they have unique nuances.
Record and track all customer-facing tasks.

Invoice/usage management
For all VetSoft Products. Creating Entries, Credits, Cancelations etc. (Sales to Support).
Update and maintain customer subscription details, making necessary changes to reflect requests accurately.
Reconcile invoice discrepancies and work with internal teams to resolve issues promptly.

New contract/order processing in a manner aligned with standard operating procedures and other compliance requirements.

Other *** VETERINARY SOFTWARE projects as assigned
Examples of but not limited to

Data Management using excel skills in numerous systems.
You will collaborate with leadership and internal stakeholders on billing process design for software products, and process workflow improvements for existing software products and team(s).
Collaborate with cross-functional teams to support billing operations and ensure data integrity.
UAT of new processes as part of large, scaled projects.
Document new and existing billing processes to improve efficiency and accuracy
What You Need to Succeed

High quality interpersonal skills, with experience working with customers and maintaining good customer relationships. You will have phone skills, with the ability to establish rapport.
Strong verbal and written communication and cross-functional collaboration skills, including the ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
Comfortable speaking with customers about money or challenging conversations, such as declining a request for credit.
A strong deductive reasoning and analytical skills to resolve issues.
Attention to detail.
Data Analytic skill set, including intermediate experience in excel (i.e., sum, v or x look up familiarity).
Preference will be given to candidates with prior experience working with SAP for order entry and reporting- for the right candidate we will be willing to train.
The ideal candidate will be able to adjust to changes in the functionality of the role as the position evolves.
Organized with the ability to multi-task. Solid follow through with limited to no supervision.
Comfortable with adapting to situations and positively navigating change.
Process improvement experience and aptitude.
Ability to work independently and as part of a team.
Technical record-keeping management skills.