At Serena & Lily, we believe that exceptional service is the foundation of a seamless customer experience. As a Client Billing Specialist, you will play a critical role in ensuring smooth and accurate billing operations while delivering the same high level of customer care that defines our brand.

This role is a specialized extension of our Customer Care Specialist position, focusing on resolving billing-related inquiries, processing transactions, and collaborating across teams to improve financial accuracy and efficiency. If you thrive in a fast-paced environment, excel at problem-solving, and have a keen eye for detail, we’d love to have you on our team.

RESPONSIBILITIES:Customer & Billing SupportProvide expert assistance to customers and internal teams (Direct-to-Consumer, Contact Center, Retail, and Trade) on billing-related inquiries.Manage and resolve billing discrepancies, process payments, refunds, price adjustments, and return authorizations.Conduct unpaid order reviews, proactively reaching out to customers as needed.Maintain accurate records of billing transactions and communications, ensuring compliance with company policies.Handle direct customer communication in a professional and empathetic manner to resolve billing concerns effectively.Process & Problem ResolutionReview and approve pending orders to ensure payment accuracy before shipment.Investigate and troubleshoot billing issues, escalating complex cases to the Client Billing Manager or Client Billing Support Specialist as needed.Collaborate with internal teams to improve billing accuracy and identify trends in common issues.Assist in process enhancements that contribute to a seamless customer experience and reduce future billing errors.Operational ExcellenceEnsure timely, high-quality responses to billing support inquiries.Assist with critical month-end responsibilities, which may require schedule adjustments to meet deadlines.Stay up to date on company policies, promotions, and changes that may impact billing processes.THE IDEAL CANDIDATE WILL HAVE:2+ years of experience in a customer service or billing-related role.A passion for delivering exceptional service, with patience, empathy, and problem-solving skills.Strong analytical and attention-to-detail skills with the ability to process financial transactions accurately.Proficiency in customer service software, billing systems, and CRM tools.Excellent communication skills (written and verbal) with a professional and customer-first approach.Ability to work independently in a fast-paced remote environment.A strong sense of accountability, organization, and follow-through.

 

This position is 100% remote and we are hiring in the following states: Arizona, California, Connecticut, Delaware, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, North Carolina, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Washington

 

Compensation: 

$23-25/hr

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