Position Details:

Job Title: Customer / Business Support Specialist

Duration: 11 months

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

Pay Rate: $20 - $26/hr

Job Description

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 skill, and proficiency in data entry.

Primary Duties and Responsibilities

Customer Facing Billing Representative

Responsible for communicating with customers regarding billing inquiries surrounding Veterinary Software invoices on their monthly statements.
Act as Tier II support for software subscription billing questions. General billing needs are handled by a separate team.
Record and track all customer-facing tasks.

New Contract/Order Processing

Perform duties in alignment with standard operating procedures and compliance requirements.
Review and process contracts for financial terms and conditions to ensure accuracy, completeness, and compliance with company policies and legal requirements.
Ensure compliance with audit standards and financial guidelines.
Enter contract data into internal systems and maintain records in administrative portals.
Maintain electronic filing and archiving of project-specific documents, including project opening forms, contracts, proposals, and budget changes.
Ensure appropriate approvals are obtained in accordance with company policies.
Research and reconcile project-related billing issues, identify causes of project variances, and resolve when possible.

Invoice/Usage Management

Support all Veterinary Software products by creating entries, credits, cancellations, and other billing-related transactions.
Update and maintain customer subscription details, making necessary changes to accurately reflect customer requests.
Reconcile invoice discrepancies and work with internal teams to resolve issues promptly.

Other Software Projects as Assigned

Examples include, but are not limited to:

Data management using Excel skill across numerous systems.
Collaborate with leadership and internal stakeholders on billing process design for software products and workflow improvements.
Collaborate with cross-functional teams to support billing operations and ensure data integrity.
Participate in UAT of new processes as part of large-scale projects.
Document new and existing billing processes to improve efficiency and accuracy.

What You Need to Succeed

High-quality interpersonal skill with experience working with customers and maintaining positive customer relationships.
Strong phone skill with the ability to establish rapport.
Strong verbal and written communication skill and cross-functional collaboration abilities.
Ability to communicate complex technical issues to both technical and non-technical users in a professional, positive, friendly, and understandable manner.
Comfortable discussing billing matters and handling challenging customer conversations, including declining credit requests.
Strong deductive reasoning and analytical skill to resolve issues.
Excellent attention to detail.
Data analytics skill set, including intermediate Excel experience (e.g., SUM functions and VLOOKUP/XLOOKUP familiarity).
Prior experience with SAP for order entry and reporting is preferred; training will be provided for the right candidate.
Ability to adapt to changes as the role evolves.
Strong organizational skill with the ability to multitask and work with limited supervision.
Comfortable adapting to changing situations and navigating change positively.
Process improvement experience and aptitude.
Ability to work independently and as part of a team.
Technical record-keeping and document management skill.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.

Job Requirement

Customer
Support
Billing
Invoices
invoice

Reach Out to a Recruiter

- Recruiter
- Email
- Phone
- Sharvari Doke
- sharvari.doke@collabera.com

Work Location: In person

Collabera

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