Customer Care Representative - BILLING
About Us
We've got an incredible brand -- now we're busy creating the legend behind it. At hosting.com, we've set out to redefine the new standard for what web hosting should be - one that is authentically human, deeply trusted, and built on shared success.
Our aim and promise is bold: to become the world's most trusted hosting company. If you're eager to contribute your time and talent to something bigger that people will talk about long after your work is done -- hosting.com is your place. If you want to do that work with and alongside incredible humans who care about each other, our customers and the work we do -- it's at hosting.com. If you believe the best success is always shared success, with your teammates, for your customers -- hosting.com is your next work home.
At hosting.com, we're not just hosting websites. Although we do a great job of that for millions of websites. We're helping our customers tell their stories and connect with their people. Creating product experiences that helps them do that. Being there when they need us. And earning trust, day by day, by showing up and giving our best.
All because we care ... about each other's success. Our team is 750+ strong and growing, spread across the globe.
We can't do this alone. Come join the journey. And help us build something better, together.
Key Accountabilities
Provide clear and accurate responses to customer and internal billing queries including invoices, charges and payment methods;
process refunds, credits and billing adjustments in line with established policies; coordinate with Finance to reconcile payments and
resolve discrepancies; identify recurring billing issues, escalate where necessary and suggest practical improvements; proactively
review billing records to prevent errors and de-escalate potential customer disputes.
Skills In Detail
1. STRONG NUMERACY AND ATTENTION TO DETAIL - Billing errors have real financial consequences for customers and for hosting.com. You process refunds, credits and adjustments accurately and consistently. You check your own work before submitting because in Billing, the cost of inaccuracy is high and you take that seriously.
2. CLEAR WRITTEN COMMUNICATION - You explain billing situations to customers who may not understand invoice structures, payment cycles or how charges are calculated. You write clearly, without jargon, in a way that resolves the customer's confusion rather than adding to it.
3. EXPERIENCE WITH CRM AND BILLING TOOLS - You work efficiently in the tools that power Billing operations. You can navigate billing history, locate transactions, process adjustments and maintain accurate records without compromising data integrity.
4. ABILITY TO FOLLOW ESTABLISHED BILLING POLICIES - You apply billing policies consistently and correctly. You know what you're authorised to process, what requires escalation and what requires Finance involvement.
5. FOUNDATIONAL EXCEL SKILLS - You use Excel for basic billing tasks such as reconciliations, case tracking and identifying simple discrepancies.
Requirements
What You'll Bring
- Previous experience in customer support Billing
- Strong written communication skills
- Good problem-solving skills and attention to detail
- Technical knowledge or strong interest in IT and web technologies
- Experience with web hosting environments (domains, DNS, email, websites)
- Ability to manage tasks and prioritize effectively
- Team player with a proactive and customer-focused attitude
Benefits
Why You’ll Love It Here
- Be part of a global, purpose-driven team building one of the world’s most trusted hosting companies.
- We are a fast moving, agile company. We are energetic, and we hustle. You should be able to move at pace and be self-motivated.
Our Values
- Be Pragmatic. Be Trusted. Be Energetic. Be Accountable. Be Respectful. Be Innovative.
- At Hosting.com, success is always shared - with our people, our customers, and our communities.