Client Policy and Billing Analyst

ABOUT THE ROLE AND OUR TEAM:

The Policy Specialist is responsible for extensive research, providing review insights and basic tech support on The Knot Worldwide policies to our internal teams and wedding pro's as well as reviewing issues to our local wedding pro's and couples.

You will manage both couples and wedding professional questions regarding our company policies via phone and email and handle escalations and inquiries from our sales and support teams.

You'll work directly with local wedding professionals to investigate and review disputes regarding their business and serve as a liaison/mediator between the opposing parties.

You'll provide unbiased guidance on disputes, and uphold our company policies based on documentation and communicate effectively to both internal and external parties.

RESPONSIBILITIES:



* Accurately, efficiently and professionally answer all incoming emails


* Communicate thoroughly with customers, couples, tech teams and other internal team members


* Problem-solve technical review questions and issues that users may have and work cross-departmentally to resolve them


* Assist difficult wedding pros or situations with a calm and professional demeanor


* Evaluate disputes by gathering factual information, document details, and outcome accurately


* Follow-up and monitor situations until the disputes are resolved completely


* Provide tech support to couples interacting with the reviews hub


* Maintain an unbiased outlook on disputes and situations


* Review wedding professional social media and websites to ensure compliance with our policies.

SUCCESSFUL CANDIDATES HAVE:



* Able to work in a fast-paced work environment


* Ability to multi-task and excellent time management skills


* Excellent verbal and written communication skills


* Strong Customer Service and escalation experience.

Must be comfortable handling difficult customers or situations, keeping calm


* Previous experience assisting small to medium businesses and the ability to adapt to a variety of customer types


* Must be able to work independently


* Must have excellent computer skills (Word, Excel, Gmail, Google Docs, Salesforce) and the ability to learn new systems quickly.


* College degree preferred