[Hiring] Customer Support Billing Specialist II @EquipmentShare

Role Description

The primary responsibility of the Customer Support Billing Specialist II 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. Establish and maintain excellent working relationships with rental markets and help facilitate support requests throughout EquipmentShare.

• 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).
• Update and accurately maintain customer account billing configurations, including user access rights, billing contact information, electronic billing preferences, customer billing receipt requests, and rental billing cycle parameters.
• Issue customer credit notes, invoices, and statement copies upon customer request.
• Ensure customer interactions are documented accurately and promptly for reference in ES Admin.
• Develop and maintain billing and payment systems knowledge and exhibit the ability to comprehend and communicate basic accounting and billing system practices in a manner that is easily understood by internal and external customers.
• 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 in the appropriate system (ES Admin, SlimCD, or Stripe) 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 to guarantee the requestor receives a resolution.
• 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).
• Facilitate and properly route credit reference inquiries and requests.
• Act as a liaison between internal and external clients and the tax department.
• Facilitate and properly route Accounts Payable inquiries and invoice submissions.
• Utilize appropriate resources to ensure work is completed efficiently and within established service standards.
• Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated state and federal laws and requirements at all times.
• 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, using correct grammar, punctuation, spelling, and sentence structure.
• 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.