Billing Support Specialist I

Our dream of revolutionizing the fitness and wellness industry is no small feat, and we're looking for talented people to make it a reality. When you join Mindbody + ClassPass, you’ll work with kind, intelligent people and enjoy unrivaled benefits. You’ll also share in a true culture of purpose and passion centered around helping people live happier, healthier lives. We’re not just another thriving company—we’re far and away the leader of our industry. So join the team, and let’s see what we can accomplish together!

Who we are

At Mindbody + ClassPass, we’re innovating for the future of wellness by bringing together the best of both sides of the market: Mindbody is the industry’s most trusted technology platform, empowering tens of thousands of wellness brands around the world with the software and resources they need to run and grow their businesses. ClassPass is one of the most popular apps for fitness lovers and self-care enthusiasts, partnering with over 30,000 fitness studios, gyms, salons, and spas around the world. We’re on a mission to create a wellness community for all—opening the doors to more authentic, local wellness experiences than ever before.

About The Right Team Member

The Billing Specialist I provides specialized support to all Mindbody customers regardless of platform and supports all levels of Customer Experience utilizing multiple methods of contact, primarily phone calls and emails. This position works with customers directly, as well as supports internal Mindbody departments to help resolve any billing-related issues.

This position handles internal and external customer inquiries by gathering information to identify the nature of the problem and troubleshoots potentially complex system related issues in numerous areas of the business to ensure proper billing and record keeping. The Billing Team plays a key role in revenue retention as they actively collect revenue daily by working with customers to ensure timely receipt of payment.

The Billing Team is also responsible for the coordination of saves activities related to customer requests for cancellations and returns. This role will regularly interface with Subscription Management, Sales, Customer Success, Strategic Account Managers, and other internal departments.

About The Role

• Excellent verbal and written communication skills in a customer facing environment.
• Strong organizational and analytical skills with attention to detail.
• Ability to train and mentor individuals to deliver results.
• Proven ability to provide direct, proactive, and prompt response to customer issues, supply resolutions, and process cancellations when appropriate.
• Communication across functional departments. Create, implement, and maintain new processes.
• Able to identify and analyze situations, make sound decisions, and resolve issues within the scope of your ability and authority; understand when it is appropriate to involve or escalate to management, legal counsel, or other internal personnel.
• Ability to remain professional, utilizes tact, judgment, and problem-solving skills to defuse and resolve difficult customer situations, escalated issues from sales and other internal customers. These conversations will typically take place over the phone.
• Advanced knowledge of Mindbody boilerplate contract terms and conditions, policies, procedures, and systems related to contracts and data administration, order fulfillment and billing.
• Working knowledge of Salesforce, Sales Order Management, Service Contracts and reporting applications.
• Proficiency with Microsoft Office products (Excel, Access, Word, PowerPoint).

Skills & Experience

• Ability to identify and resolve complex billing problems while remaining within established department process guidelines.
• College Degree preferred.
• Customer focused mindset: use information to suggest improvements in products and services.
• Effective communication skills, both verbal and written.
• Ability to read and analyze customer questions.
• Experience in billing and collection work, preferred.
• Strong attention to detail.
• Excellent computer skills, including familiarity with using Microsoft Excel, internet browsers, online chat tools, and email.
• Ability to effectively present information and respond to customer questions, both orally and written.
• 2+ years of Customer Service experience; preferably with 1 year of working knowledge of all Mindbody products and services.
• Extremely organized.
• Strong time management skills, ability to prioritize and use time effectively and efficiently
• Tech savvy with the ability to quickly learn and acquire new industry, company, product, or technical knowledge efficiently.
• Proven ability to handle a high call and email volume (inbound and outbound contacts) and comfortable with all communication methods.
• SaaS (Software as a Service) billing experience preferred.
• Interact with colleagues and customers in a tactful and professional manner. Recognize the importance of building professional relationships.
• Ability to handle escalated and complex customer issues with confidence, patience, and poise.

Pay transparency

It is Mindbody’s intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Mindbody’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization.

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.

The base salary range for this position in the United States is $38K to $49K. The total compensation package for this position may also include performance bonus, benefits and/or other applicable incentive compensation plans.

#REVUS

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Mindbody is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.