Financial Care Specialist, Costa Rica

Financial Care Specialist at Smartsheet San José, CR The Financial Care Specialist manages follow up of Smartsheet Financial Care team inbound Customer service ticket queries, phone calls, and voicemails. You will be the first line of interaction with all Finance queries regarding Smartsheet. The Financial Care Specialist helps with customer questions, employee inquiries, and other assignments. In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. You will report to our Manager of FinCare located in our Costa Rica office.  You Will: Research, respond to and resolve inquiries regarding finance and billing matters through various channels such as phone, email, ticket queries and live chat.  Answer Customer payment and invoice questions. Provide accurate and timely information on billing statements, payment processing, and financial transactions. Educate Customers and internal teams on payment options, billing cycles, and financial policies. Assist Customers in managing their accounts, updating billing information, and understanding financial statements. Investigate and resolve Customer issues related to billing discrepancies, unauthorized charges, and payment concerns. Conduct follow-up communication to ensure Customer satisfaction and issue resolution. Collaborate with internal teams to address complex financial inquiries and ensure timely resolution. Stay up-to-date on company products, services, and financial policies to provide accurate information to Customers. Maintain a high level of accuracy in all Customer interactions and documentation. Maintain detailed and organized records of Customer interactions, inquiries, and resolutions. Provide outstanding Smartsheet Customer experience and build customer loyalty. Resolve difficult or complicated challenges and Customer complaints diplomatically to best assist the Customer and Smartsheet. Work on multiple projects and/or tasks as assigned and prioritize those based on business needs. You Have: High School Diploma/GED required. Experience with Service Ticket/Case systems. Experience with ERP systems. Experience with Netsuite, Salesforce, Tesorio is a plus. Experience with Data Entry. 2+ years of Customer Service experience, preferably in finance. Problem-solving skills and the ability to handle challenging customer situations with professionalism. Detail-oriented with a focus on accuracy and quality in all interactions. High Quality of work with consistent focus on timeliness, completeness, and accuracy. Excellent verbal and written communication skills. Type 50+ words per minute with high accuracy. Regular and predictable attendance is a function of the job. Adaptability for a frequent change in the workplace and positively accept updates. Ability to successfully prioritize workload. Perks & Benefits: Fully paid Health & Life insurance for full-time employees and family members. Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc. Monthly stipend to support your work and productivity 12 days paid Vacation + Flexible Time Away Program 20 weeks fully paid Maternity Leave 12 weeks fully paid Paternity/Adoption Leave Personal paid Volunteer Day to support our community Opportunities for professional growth and development including access to LinkedIn Learning online courses Company Funded Perks including a counseling membership and your own personal Smartsheet account Teleworking options from any registered location in Costa Rica (role specific) Equal Opportunity Employer: Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovative—join us! #BI-Remote #LI-Remote