Sierra Interactive
Description
About Us
Sierra Interactive is a leading real estate technology platform serving thousands of agents, teams, and brokers across the U.S. and Canada. In business for more than 15 years, we are financially stable, profitable, and high-growth. After launching our first SaaS product a few years ago, we’ve more than doubled our user base and continue to experience strong adoption rates.
We’re passionate about helping professionals translate the fast-paced business of real estate into a reliable and scalable platform for success. Our customers rely on us to help them keep up with a rapidly changing technology landscapeand that’s where you come in.
About You
We are seeking a full-time team member based in the U.S. to support our Realtor clients across the U.S. and Canada. As a Billing Specialist, you will provide billing and administrative support for our clients as they utilize our real estate websites and CRM platform. You should be exceptionally well-organized and goal-oriented with strong attention to detail.
Description/Job Function
As the newest member of our Billing team, you would be ready and excited to:
- Learn our products and platform inside and out.
- Treat our customers with respect, kindness, and enthusiasm as you answer 25+ customer emails and 10+ phone calls per day.
- Investigate payment-related questions and follow up with clients about account and billing issues.
- Reach out to customers about past-due payments and cancellation requests.
- Become familiar with other facets of Sierra’s offerings, including the Google Ads advertising platform, MLS compliance, integrations, and more.
- Create clear, informative, and engaging documentation for both our client-facing and internal knowledge bases, and keep this documentation current as our platform evolves.
- Stay flexible to handle recurring projects and one-off tasks as the need arises.
- Keep up to date with product developments as a part of a fast-paced and dynamic environment.
Here’s what your first 90 days on the job will look like:
- Get up to speed on our products and processes. You’ll start handling some basic emails within the first couple of weeks, and we’ll be there to ensure your success. You’ll be answering phone calls to provide immediate client engagement, but you’ll most often need to obtain relevant information via research and interaction with more experienced team members before providing a resolution.
- Focus on achieving a high level of independent research and movement within the products and services we utilize on a daily basis. Use this knowledge in developing strong and reliable written/verbal communication to fully construct meaningful responses and well-researched questions, on both the peer- and client-facing levels.
- Keep up with miscellaneous weekly and monthly recurring tasks related to outstanding billing invoices.
- Begin to dive deeper into more difficult billing queries.
- As you become comfortable as a Billing Specialist, you’ll find you’re replying to emails at a steady rate, regularly answering phone calls, and easily assisting clients with all aspects of their billing needs.
Requirements
You’re ready to contribute to the work and culture of a growing tech company, in that:
- You’re a hard worker with a proven track record of getting things done carefully and efficiently. You’re patient and pay attention to the details.
- Working with people makes you happy. You’re a clear communicator and can artfully break down, explain, and solve complex issues.
- You take pride in your ability to defuse tense situations with humor and grace. The prospect of working through an issue with an agitated customer doesn’t scare you.
- You have above-average computer skills and are able to quickly learn, adapt to, and switch between multiple programs as the job requires.
- Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar.
- You’re organized and able to juggle multiple priorities at one time. You have the ability to switch gears quickly and re-adjust your focus as needed.
- You can work between the hours of 9am6pm Eastern.
As a bonus (though not required):
- You have 13 years of experience working in billing, account maintenance, and/or customer support.
- You have experience providing support in a SaaS environment.
- You’ve worked in HubSpot or a similar web-based help desk software.
- You have proficiency in data analyst skills and enjoy identifying and collecting information to categorize in meaningful reports.
- You have some experience in the real estate industry.
Benefits
- Paid holidays and paid time off.
- Company-sponsored group health/vision/dental insurance.
- 401k retirement employer matching contributions (up to 4% matching).
Something else that’s important to you? Talk to us. We’re flexible and committed to providing a healthy work environment where great people can thrive.