At Nextlink, we believe great service goes beyond providing reliable connectivity. We are committed to delivering an exceptional customer experience that sets us apart from our competitors. Our people are at the heart of that commitment, and we strive to create an environment where employees can grow, collaborate, and make a meaningful impact.
KEY RESPONSIBILITIES
Build and develop the team — Recruit, interview, train, mentor, and develop a growing team of Billing Specialists, creating opportunities for employees to learn and succeed.
Drive team performance — Establish clear expectations, monitor service quality and productivity, and coach employees to achieve individual and team goals.
Resolve escalations — Take ownership of complex billing and account concerns, ensuring issues are resolved professionally, accurately, and efficiently.
Manage staffing and coverage — Coordinate schedules and monitor adherence to ensure appropriate coverage based on call and ticket volume.
Maintain service quality — Review calls and tickets, identify opportunities for improvement, and provide consistent, constructive feedback.
Improve processes — Identify and implement solutions that improve billing accuracy, operational efficiency, and the overall customer experience.
Oversee collections — Guide outbound collection efforts on past-due accounts while promoting professional, respectful, and effective customer communication.
Collaborate across departments — Partner with Sales, Customer Loyalty, Operations, and Finance to resolve issues, streamline processes, and support shared business objectives.
Analyze performance and reporting — Review team metrics and reports, identify trends, and use data to guide decisions and improve results.
Create a positive team culture — Foster an engaging, collaborative, and accountable work environment where employees feel supported, motivated, and empowered to succeed.
Perform other duties as assigned.
WHAT YOU BRING
Experience in billing, accounting, collections, customer service, or a related field.
Previous leadership, supervisory, or team-management experience strongly preferred.
The ability to motivate, develop, and hold team members accountable while maintaining a supportive work environment.
Strong customer service skills and a commitment to delivering an exceptional customer experience.
Excellent problem-solving and decision-making skills, including the ability to handle escalated customer concerns.
Strong analytical skills and attention to detail, with the ability to interpret reports and performance metrics.
Excellent interpersonal, written, and verbal communication skills.
Proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
The ability to manage competing priorities, adapt to change, and remain effective in a fast-paced environment.
A collaborative, team-oriented approach and the ability to build strong working relationships across departments.
A proactive mindset, with the initiative to identify opportunities, solve problems, and work independently when needed.
A passion for developing people, improving processes, and contributing to team success.
PREFERRED QUALIFICATIONS
Experience managing a billing, collections, or customer service team in a call center environment.
Familiarity with ISP, telecommunications, or subscription-based billing systems.
Experience with workforce scheduling and call center performance metrics, including schedule adherence, quality assurance (QA), and average handle time (AHT).
PHYSICAL DEMANDS
Ability to remain in a stationary position for extended periods, typically 8–10 hours per day.
Repetitive motions that may involve the wrists, hands, and fingers.
Visual acuity, speech, hearing, hand-eye coordination, and manual dexterity necessary to operate a computer, keyboard, telephone, and other office equipment.
Regular use of computers and office equipment, with occasional movement throughout the office.
Ability to communicate effectively through email, telephone, and in-person interactions.
WORKING HOURS/DAYS
Full-time, on-site position.
Approximately 40 hours per week.
Nextlink Internet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Health Savings Account (HSA)
Opportunities for advancement
Paid time off
Vision insurance
Work Location: In person
Affirmative Action (AAP/EEO Statement)
Nextlink is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
Drug Free Workplace
Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.
