[Hiring] Customer Support Billing Specialist I @EquipmentShare

Role Description

The primary responsibility of the Customer Support Billing Specialist I is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Work cross-functionally with Accounts Receivable, Collections, and Rental Operations in servicing internal and external customers as it relates to billing and payment processes and inquiries.

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Provide excellent customer service for EquipmentShare customers with clear answers to billing and payment inquiries and appropriate referrals as needed.
• Respond to customer inquiries via telephone, chat, and email in an accurate, timely, and professional manner and within established quality and service standards.
• Show empathy towards customers, understanding their concerns, and offering them reassurance while providing assistance.
• Complete Voice of Customer (VOC) reports to capture customer concerns.
• Establish and maintain professional working relationships with internal and external customers and co-workers.
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Establish and maintain adequate knowledge of EquipmentShare products, service offerings, and core systems, and respond effectively and efficiently to customer and co-worker inquiries.
• Establish and maintain an understanding of all EquipmentShare subsidiaries, guaranteeing current knowledge of their payment stipulations and designated points of contact.
• Perform administrative functions within core systems across all customer platforms (phone, email, and Intercom).
• Develop and maintain billing and payment systems knowledge and exhibit the ability to comprehend and communicate basic accounting and billing system practices.
• Possess sufficient expertise regarding the various bank accounts to accurately provide and verify information to both internal and external clientele.
• Maintain familiarity with multiple remittance addresses and demonstrate the ability to appropriately direct customer inquiries.
• Ability to troubleshoot, comprehend, and fully reconcile billing and payment information to identify and resolve discrepancies.
• Proficiency in generating customized customer reports and statements beyond those automatically produced by Admin or T3 systems.
• Process customer credit card and ACH payments with high attention to detail to ensure accuracy, data integrity, and compliance with state and federal payment industry guidelines.
• Partner with Accounts Receivable in the creation of credit request documents and application of such as requested by the customer.
• Engage with new customers throughout the onboarding process to educate them on specific areas of doing business with EquipmentShare.
• Comprehend and articulate the rental and invoicing procedures.
• Maintain the Help-Billing support channel, delivering resolutions when feasible or collaborating with relevant teams.
• Demonstrate a comprehensive understanding of the various invoice types.
• Deliver customer support and training regarding the utilization of our electronic bill payment systems.
• Utilize diverse platform resources to verify, synthesize, and instigate invoice disputes.
• Engage in communication with customers, Territory Account Managers (TAMs), and branch personnel to resolve purchase order inquiries and discrepancies.
• Possess foundational knowledge to effectively manage and direct inquiries regarding liens and waivers.
• Collaborate with Territory Account Managers to finalize project closure documentation.
• Facilitate communication between branch teams, Territory Account Managers (TAMs), and customers.
• Facilitate collaboration with the credit team and Territory Account Managers (TAMs).
• Act as a liaison between internal and external clients and the tax department.
• Utilize appropriate resources to ensure work is completed efficiently and within established service standards.
• Comply with EquipmentShare’s departmental and corporate policies and procedures.
• Enhance construction industry, technical, and functional job knowledge through actively participating in learning and growth opportunities.
• Work collaboratively with co-workers to achieve departmental and company goals and standards.
• Provide second-level support to the Rental Operations team as necessary.
• Perform other duties and responsibilities as assigned.

Qualifications

• Bilingual in English/Spanish is required.
• Ability to read and comprehend basic/complex communication in written or verbal sources.
• Ability to communicate effectively in English and in written or verbal form.
• A passion for helping others and a willingness to go the extra mile in providing exceptional customer service.
• Strong organizational skills with attention to detail and accuracy.
• Ability to multi-task and maneuver through various programs and applications.
• Excellent verbal and written communication skills.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to acquire new skills in a proficient manner.
• Self-starter and highly motivated with a strong, positive work ethic.
• Must possess a professional yet enthusiastic and friendly demeanor.
• Excellent phone handling, negotiating and active listening skills.

Requirements

• High school diploma required, College degree desired.
• At least one year experience in a customer service role, preferably in a contact center or multi-channel communication environment.
• Must be able to lift 20 lbs.
• Must be able to sit for prolonged periods at a desk and work on a computer.

Benefits

• Competitive compensation.
• Full medical, dental, and vision coverage for full-time employees.
• Generous PTO + paid holidays.
• 401(k) + company match.
• Gym membership stipend + wellness programs.
• Company events, food truck nights.
• 16 hours of paid volunteer time per year.
• Career advancement, leadership training, and professional development opportunities.