Customer Experience Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

ISI Software, part of the Fullsteam organization, is a leading provider of business management and billing software solutions for the fast lube industry, which focuses on quick oil changes, maintenance services, and related automotive services. ISI's software is specifically designed to address the unique needs of businesses, helping streamline operations, increase efficiency, and improve customer service.

We are seeking a proactive and detail-oriented Customer Experience Specialist to join our team. This role is critical to protecting revenue, ensuring billing accuracy, and maintaining customer satisfaction, serving as a central link between Finance, Sales, Customer Success, and Support. The ideal candidate will manage billing, account updates, payments, reporting, and enterprise collections, while supporting special projects, process improvements, and operational efficiency.

This position requires strong analytical skills, attention to detail, and excellent communication, as well as the ability to work independently in a fast-paced, dynamic environment.

Primary Responsibilities:

• Manage billing, recurring subscriptions, and account updates, including new installs, upgrades, and changes in Salesforce and NetSuite.

• Support enterprise collections, including follow-up on outstanding invoices for enterprise customers.

• Process payments (check, ACH, wire, credit card) and maintain accurate financial records.

• Handle customer inquiries and escalations, providing resolution or routing to the appropriate team.

• Produce monthly statements, credit memos, journal entries, and special reports for internal and external stakeholders.

• Support special projects and process improvements, including data cleanup, policy updates, and internal reporting.

• Maintain accurate documentation of processes and procedures to support operational efficiency.

• Assist with minor administrative or reception tasks as needed, such as directing calls or handling mail.

• Proficiently use Microsoft Excel, Word, Outlook, and other standard office software to manage reporting, data entry, and communication tasks.

Skills & Competencies:

• Proficient in Salesforce, NetSuite, and Microsoft Office (Excel, Word, Outlook) for billing, reporting, and account management.

• Strong billing, invoicing, and enterprise collections knowledge, including month-end financial processes.

• Ability to manage multiple priorities, maintain data accuracy, and ensure operational efficiency.

• Excellent communication and customer service skills for cross-functional collaboration and enterprise client support.

• Experience with process documentation, reporting, and special projects to improve operational workflows.

• High attention to detail, problem-solving, and integrity in handling sensitive financial and customer data.

• Adaptable and proactive, capable of working independently in a fast-paced environment.

Minimum Qualifications:

• 2+ years of experience in billing, finance, and administrative operations.

• Proficiency in Salesforce, NetSuite, and Microsoft Office (Excel, Word, Outlook).

• Strong understanding of billing, invoicing, collections, and month-end financial processes.

• Excellent communication, customer service, and cross-functional collaboration skills.

• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

• Integrity and accuracy in handling sensitive financial and customer information.

Base pay range: $14.19-$25 per hour

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.