Billing & Service Support Specialist

Position Summary: 

Provide support to the accounting team across all aspects of customer invoicing. Serve as backup support to Branch Managers and Service Coordinators, providing excellent customer service and helping keep service operations running efficiently.

Primary Functions:

• Support company-wide billing to ensure the order-to-invoice process is accurate and completed timely.
• Partner with Branch Managers to research and resolve customer billing problems or issues.
• Provide support to Accounts Payable and Accounts Receivable as needed.
• Assist billing lead with maintaining company wide open order and related reporting to minimize orders open over 90 days.
• Assist with collections as needed.

Secondary / Backup Functions: 

• Provide coverage for Service Coordinators company-wide during periods of high work volume or PTO.
• Follow-up on all repair quotes.
• Once a purchase order is received for a repair quote, create the service work order and ensure all required parts are ordered. Work with the Service Coordinator or Branch Manager to schedule the job once all parts have arrived.
• Assist inside sales personnel with contractor parts orders and other inquiries.
• Enter, track, and process installation work orders.  
• Open work orders for service center jobs using company software, prepare required service documentation, and ensure required parts are available for the technician. Work with the Service Coordinator to schedule the work.
• Assist in maintaining the service schedule when Service Coordinators are on PTO, following company scheduling procedures. Contact customers in a timely manner to schedule preventive maintenance and keep customers apprised of repair status.
• Provide inside support for the Service Team.
• Excellent attendance, punctuality and a positive attitude are essential to this position.
• Travel to other branches as needed to provide support, approximately 15% of the time.
• Perform additional duties as assigned.

Qualification Requirements: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma / GED equivalent is required; however, a 2 year degree or higher is preferred.
• Prior experience using ERP or similar business management systems.
• Prefer a minimum of three (3) years of technical customer service experience, however, a person possessing good mechanical aptitude would be sufficient.
• Intermediate computer skills with Microsoft Word, Excel, and Outlook, and CRM.
• Self-motivated with a strong sense of customer service. 
• Ability to work as a team with internal and external staff members.
• Solid organizational skills with the ability to multi-task.
• Ability to effectively communicate, both in writing and verbally, with people of various educational and technical backgrounds, both inside and outside the company. 

Physical Demands:

• The employee must be able to occasionally lift and/or move up to 50 pounds.
• Ability to work in an industrial environment with continuous sitting and standing, walking, bending, reaching, climbing, and kneeling. 
• Must wear and use appropriate PPE at all times in required areas.