Billing Operations Specialist, FluentStream

2 weeks, 6 days ago
Full-time
Mid Level
Customer and Technical Support
Ooma, Inc.

Ooma, Inc.

Ooma, Inc. is a telecommunications company based in Palo Alto, California, founded in 2004. It specializes in Voice over Internet Protocol (VoIP) solutions, evolving from residential free-calling devices to comprehensive cloud-based communication services for both homes and businesses. Ooma initially gained attention with its hardware like the Ooma Hub and Scout, which allowed for free calling through innovative peer-to-peer technology. The company has transitioned to a subscription model, offering services such as Ooma Premier for residential users and Ooma Office, a cloud-based VoIP system designed for businesses. Ooma has expanded its offerings through strategic acquisitions, including Voxter, Broadsmart, and OnSIP, enhancing its cloud communications capabilities. With a focus on recurring revenue, Ooma targets both individual consumers and small to medium-sized businesses, providing affordable and efficient telephony solutions.

telecommunications
1001-5000
Founded 2003

Description

  • Handle incoming billing cases by phone, chat, and email, with accurate documentation and timely routing or resolution.
  • Serve as the first point of contact for customers with questions about tax increases, price changes, and monthly charge fluctuations.
  • Provide real-time support for urgent billing issues, payment questions, and account-status concerns.
  • Process billing structure updates, including invoice consolidation, PO changes, and recurring invoice modifications.
  • Review and audit customer accounts to explain charges, proration, historical billing, and invoice fluctuations.
  • Update billing contacts, invoice recipients, and account communication preferences.
  • Assist customers with billing portal access, payment method guidance, and wire/ACH instructions.
  • Respond to general billing inquiries regarding balances, due dates, invoice copies, and usage-based charges.
  • Manage hardware-related requests such as new device orders, returns, and account record updates.
  • Use AI tools day to day to improve efficiency, support analysis, and connect data sets to customer behaviors.

Requirements

  • 3-5 years of experience in billing operations, customer support, accounts receivable, or broader business operations.
  • Strong attention to detail and ability to interpret billing data.
  • Excellent written and verbal communication skills.
  • Experience managing multiple cases in a CRM; Salesforce experience is required.
  • Comfort working cross-functionally with Finance, Support, and Operations.
  • Problem-solving mindset with a focus on accuracy, efficiency, and customer satisfaction.
  • Ability to handle a high volume of inquiries in a professional, service-oriented manner.
  • Experience with billing-related customer questions involving taxes, pricing, proration, and usage-based charges is preferred.
  • Familiarity with payment methods, billing portals, and invoice administration is preferred.

Benefits

  • Competitive compensation with a base salary range of $62,000-$82,000 USD.
  • Eligibility for bonuses, sales incentives, and/or stock in the form of Restricted Stock Units (RSUs).
  • Comprehensive medical, dental, and vision insurance for employees and eligible dependents.
  • Employer-paid income protection benefits, including basic life, AD&D, short-term disability, and long-term disability.
  • FSA healthcare and dependent care options.
  • 401(k) with employer match and Roth option.
  • Employee Stock Purchase Plan (ESPP).
  • Paid time off, sick time, and corporate holidays.
  • Employee Assistance Program, travel assistance services, and identity theft support.

Interested in this position?

Apply directly on the company website

Apply Now

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