Billing & Accounts Agent

Billing & Accounts Agent

We are currently seeking a Customer Experience Specialist – Accounts & Billing to join our team. Ideal candidates will be bilingual and will excel in a fast-paced startup environment and be able to work collaboratively and cross-functionally.

Position Summary:

A Customer Experience Specialist - Accounts & Billing typically manages large amounts of incoming calls and emails for support requests to identify and assess customers’ needs to achieve satisfaction. They build trust and relationships with customers on behalf of Paystone through open and interactive communication as well as provide accurate, valid and complete information by using the right methods/tools. They also meet personal/customer service team resolution targets, call handling quotas, handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. They must understand numerous amounts of products and services, keep accurate records of customer interactions, process customer accounts and file documents, follow communication procedures, guidelines and policies and take the extra mile to engage customers and solve their time-sensitive problems.

Primary Responsibilities:

• Resolve issues regarding clients’ accounts, their billing, and Paystone products.
• Investigate customer concerns and inquiries by asking the right questions to determine the best course of action for a resolution
• Communicate resolution in a timely manner to clients, partners and other teams.
• Suggest useful information to customers about Paystone products and services that may benefit their account.
• Manage inbound and outbound communications (phone and email) from and to clients, partners, or sales agents related to the client's account.
• Understand the value proposition of Paystone products to be able to support customer decision-making.
• Coordinate & liaise with cross-functional departments to resolve technical and accounting issues.
• Build and maintain relationships with clients and our partners to help reduce churn.
• Be a point of escalation for clients who are considering closing their account and find the right offer to ensure they stay with Paystone
• Take ownership of the accuracy of the client's account information in Paystone’s Salesforce system. 
• All other duties as assigned by management.
• Ability to communicate well to customers in both English and French is a hard requirement for this position.

About Paystone

Paystone is a leading Canadian provider of payment processing and customer engagement solutions. Our secure, user-friendly solutions are used at over 25,000 locations across Canada and the United States by thousands of companies, including the ALDO Group, The Source, Booster Juice, Global Pet Foods, Kernels Popcorn and 50 of the MTY Food Group's restaurant brands

Paystone is a hub of innovative thinkers looking to create a safer, faster and smarter payment and customer engagement solutions for our customers. Named one of ‘Canada’s Fastest-Growing Companies’ 3 consecutive years in a row and recognized as one of Canada's Best Workplaces in Technology’ 2 years in a row we are committed to excellence both internally and externally!

Why work for Paystone?

Certified as one of Canada’s Best Workplaces our office culture is like no other – with many virtual social events such as gaming events, fitness activities and comedy events. We offer flexible scheduling to promote a healthy work/life balance, a company perk plan through Perkopolis. We also employ an engaged and diverse workforce of all ages and ethnicities.

If you yearn to be part of a passionate, driven team whose primary vision is to forge meaningful, personal relationships with its clients all whilst working in an upbeat, fun and motivating environment then we want to meet you!

**Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.

Apply now