Customer Service Billing Specialist

Job Title: Customer Service Billing Specialist – Full-Time

Location: Greater St. Louis, MO

Department: Customer Service

Start Date: Immediate

About Gateway and WANRack:

St. Louis-based Gateway Fiber and Kansas City-based WANRack have merged to create a national fiber-to-the-premises (FTTP) platform serving residents, businesses, and schools across 25 U.S. states. Gateway Fiber, founded in 2019, provides high-speed internet to residential and commercial customers across Missouri, Massachusetts, and Minnesota. WANRack, launched in 2013, is a broadband provider that serves school districts and libraries through its E-Rate program, as well as residential and commercial customers in eastern Kansas via its KWIKOM subsidiary.

The merger combines the resources of both companies, resulting in greater scale, improved operations, and enhanced growth opportunities for employees and the organization. The combined company is expanding its product offerings for small and medium-sized businesses while addressing increasing commercial and wholesale internet needs.

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision for where the company is going and how we can contribute to it. At Gateway, we lookout for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company's vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway's beliefs about people shape the company and the way we do business.

Expected Outcomes and Requirements:

The Customer Service Billing Specialist supports the organization’s customer service team by ensuring all customer inquiries related to billing, payments, and promotions are resolved in a timely manner. This role involves proactive communication with customers, resolving billing and payment discrepancies, and maintaining positive relationships while adhering to company policies and procedures. Here’s how you can contribute:

Billing Support:

· Strong customer service skills and ability to handle customer complaints professionally and promptly.

· Manage inbound customer inquiries regarding billing, payments, promotions, and processing.

· In conjunction with the Revenue Ops Team monitor aging reports to identify overdue accounts and prioritize follow-ups.

· Initiate contact with customers via phone, email, and written communication to resolve outstanding balances.

· Liaison with Revenue Operations team where necessary to resolve escalated billing/payment issues.

· Negotiate payment plans or settlements while maintaining positive relationships.

· Escalate unresolved accounts to management or legal resources as necessary.

· Maintain accurate and detailed records of all collection activities and customer communications.

Reporting and Process Improvement:

· Report on success of collection efforts.

· Report on success resolution of billing issues.
 

The successful candidate will bring the following to the table:

· High school diploma or equivalent (Associate or Bachelor’s degree in Finance, Accounting, or related field preferred).

· 3+ years of experience in collections, billing, or accounts receivable roles.

· Strong attention to detail and ability to multitask in a fast-paced environment.

· Proficiency with accounting software and Microsoft Office Suite (especially Excel).

· Excellent written and verbal communication skills.

· Problem-solving and negotiation abilities with a customer-focused mindset.

· Knowledge of accounts receivable practices and applicable regulations.