Non-Pay & Billing Specialist – Resolution Expert

About the role

Fusion CX is seeking a Billing and Customer Support Representative to assist residential customers of a leading US telecommunications provider. You will handle overdue balances, billing questions, and service interruptions related to non‑payment, providing clear explanations and empathetic assistance.

Key responsibilities

• Assist customers with overdue balances, billing inquiries, and payment‑related concerns.
• Explain account balances and approved payment or service options clearly.
• Address questions about service interruptions caused by non‑payment.
• Handle sensitive and difficult conversations with professionalism and respect.
• Resolve concerns where possible and escalate disputes through the appropriate process.
• Maintain accurate account notes and follow privacy and payment‑handling procedures.

Required profile

• Customer service or contact‑center experience (required).
• Experience in billing, collections, or payment support (strong advantage).
• Strong communication and conflict‑resolution skills, with the ability to remain calm under pressure.
• Empathy, patience, attention to detail, and effective problem‑solving abilities.
• Confidence discussing outstanding balances and payment concerns professionally.
• Ability to follow established procedures and maintain accurate account records.

What we offer

• Competitive salary package with additional allowances.
• Extra‑legal bonuses and performance‑based incentives.
• On‑site work environment at the Otrabanda office in a collaborative, energetic setting.