Billing Support Specialist (Hybrid)

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion. 

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team that includes its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

OpenTable Billing is seeking a detail-oriented and customer-focused Billing Support Specialist to join our Customer Support team. This role plays a critical part in ensuring billing accuracy, resolving customer inquiries, supporting revenue operations, and managing collections activities. This is an excellent opportunity for a motivated professional seeking to contribute to a dynamic team while developing expertise in billing operations, collections, and customer account management. The ideal candidate combines strong financial acumen with exceptional customer service skills and thrives in a fast-paced, goal-driven environment.

Please note this is a Hybrid role, 3 days required in office, 2 days remote. 

Billing Support & Customer Assistance

• Manage inbound and outbound communications related to billing inquiries, providing accurate and timely resolutions.
• Assist customers in understanding invoices, charges, credits, and payment terms.
• Investigate and resolve complex account discrepancies and accounting-related inquiries.
• Collaborate cross-functionally with Finance, Sales, and Support teams to ensure consistent and accurate communication.
• Address billing disputes with urgency and professionalism, ensuring concerns are resolved in a way that reinforces trust and long-term partnership.
• Take full ownership of assigned billing and collections cases from initial inquiry through final resolution, ensuring timely and accurate follow-through.

Collections

• Conduct collections outreach via phone and email while maintaining positive customer relationships.
• Negotiate payment arrangements when appropriate and ensure timely resolution of past-due accounts.
• Document all collection activities thoroughly and maintain accurate account records.

Financial Processing

• Process ACH and credit card payments accurately and efficiently.
• Enter and reconcile account adjustments to maintain precise financial records.
• Perform customer information reconciliation across multiple systems and databases.
• Maintain organized and accurate customer documentation.

Problem-Solving & Operational Excellence

• Identify root causes of billing and payment issues and recommend process improvements.
• Provide proactive solutions aimed at reducing churn and improving overall customer satisfaction.
• Demonstrate initiative in resolving issues independently while partnering effectively with internal stakeholders.
• Deliver a high-quality support experience that balances financial stewardship with customer empathy, contributing directly to reduced churn and improved customer satisfaction.
• Proactively identify accounts at risk of churn due to billing concerns, payment challenges, or account dissatisfaction, and take appropriate action to resolve issues before escalation.

Apply if

• Expert-level familiarity with OpenTable products and operational processes, demonstrating your in-depth product knowledge.
• Strong knowledge of billing processes, accounts receivable, and collections practices.
• Exceptional attention to detail and high level of accuracy.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to handle sensitive financial discussions professionally.
• Swift issue comprehension and efficient problem-solving, showcasing your commitment to timely resolutions.
• Outstanding organizational skills, encompassing task prioritization and effective time management.
• Commitme