Note: The job is a remote job and is open to candidates in USA. EquipmentShare is a construction technology company focused on empowering contractors and communities through innovative technology and real-time support. The Customer Support Billing Specialist II provides bilingual customer service for billing and payment inquiries, manages customer account and payment processes, and collaborates with Accounts Receivable, Collections, Rental Operations, and other teams to resolve disputes and support customers.
Responsibilities
- 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), including but not limited to:
- Setting up new users and profiles in ES Admin, including sending T3 Customer password re-sets
- 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, such as self-service options, billing and payment features, rental agreements and contracts, and insurance requirements
- Comprehend and articulate the rental and invoicing procedures. This encompasses the complete rental lifecycle and the methodology of invoice generation, including various billing cycle types and invoice classifications
- Maintains 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, including Cycle, Final, Service, Retail, Lost/Stolen/Damage, Telematics, Warranty, etc
- Deliver customer support and training regarding the utilization of our electronic bill payment systems, specifically T3 and the Direct Pay Portal
- Utilize diverse platform resources to verify, synthesize, and instigate invoice disputes. Convey customer grievances to branch and sales teams to collaboratively rectify disputes. Ensure dispute resolutions are communicated to the customer, encompassing follow-ups and/or credit issuances. Conclude the dispute within the system
- Engage in communication with customers, Territory Account Managers (TAMs), and branch personnel to resolve purchase order inquiries and discrepancies that impede invoice processing and customer payment
- Possess foundational knowledge to effectively manage and direct inquiries regarding liens and waivers. This encompasses Notice to Owner (NTO) inquiries, as well as all certified correspondence issued to clients, including Preliminary Notices of Lien Rights and Notices of Furnishing
- Collaborate with Territory Account Managers to finalize project closure documentation, encompassing the reconciliation of orders, invoices, and payments for extensive customer accounts. These engagements frequently span multiple months and involve a substantial quantity of equipment
- Facilitate communication between branch teams, Territory Account Managers (TAMs), and customers by addressing disputes, inquiries regarding balances, and updates to payments to support collections activities
- Facilitate collaboration with the credit team and Territory Account Managers (TAMs) concerning correspondence pertaining to credit application inquiries, billing term inquiries and modification requests, and requests for account name alterations
- Facilitate and properly route credit reference inquiries and requests
- Act as a liaison between internal and external clients and the tax department to manage communications concerning tax exemption certificates, tax rate inquiries, and discrepancies
- 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
Skills
- 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 nothing less than exceptional customer service and a positive customer experience
- Strong organizational skills with attention to detail and accuracy
- Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers
- 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
- Accept responsibility for actions when necessary and learn from mistakes
- Ability to be flexible - adapt to change in a positive manner
- Ability to work quickly and think logically, especially under pressure
- Ability to reason with difficult and/or upset customers in a courteous and professional manner
- Self-starter and highly motivated with a strong, positive work ethic that contributes to the success of the department and company as a whole
- Must possess a professional yet enthusiastic and friendly demeanor
- Excellent phone handling, negotiating and active listening skills
- High school diploma required
- At least one year experience in a customer service role
- College degree desired
- Preferably in a contact center or multi-channel communication environment
Benefits
- Full medical, dental, and vision coverage for full-time employees
- Generous PTO + paid holidays
- 401(k) + company match
- Gym membership stipend + wellness programs (earn PTO and prizes!)
- Company events, food truck nights
- 16 hours of paid volunteer time per year — give back to the community you call home
- Career advancement, leadership training, and professional development opportunities
- Remote work available if you are not local to the Columbia MO area
Company Overview