Job Title: Customer Account Management & Invoicing Specialist

Department: Service Invoicing

Reports To: Customer Account & Invoicing Manager

FLSA Status: Non-Exempt

Overview: We are seeking a self-motivated, self-directed team player to work independently with our dynamic team. The ideal candidate will be able to multi-task 3 key functions:

• Handling customer accounts/tasks with outstanding customer service
• Invoicing service calls while complying with customer contracts abiding by company rules and regulations
• Be a purpose-driven partner with our sales representatives to maximize customer
  satisfaction while maintaining an extensive contract database

Essential Duties and Responsibilities include the following, but not limited to: 

Implements new contracts into Great Plains 

• Review contract data and contacts sales representative and/or client for clarification 
• Set up Client Address Cards according to company standards 
• Set up Equipment Cards according to company standards 
• Verify Time Zone on all Address and Equipment Cards 
• Obtain Customer Service Engineer information for the location and equipment 
• Create Contract Header Page 
• Create Contract by adding equipment, pricing, hours and days of service and verify/enter service type 

Invoice the contract per client billing requirements 

• Batch and post contract invoices 
• Verify invoice accuracy 
• Insert client viewable billing notes 
• Prepare for mailing (email or regular mail) 

Update contracts as changes are submitted 

• Clarify any discrepancies or question with the sales representative and/or the client 
• Calculate the pro-rated of line items 

Invoice other than annual contracts per billing frequency and client requirements 

As contracts expire Client Services Specialists reviews & corrects if required 

• Contract for increase amount 
• Diagnostics fees are correct 
• Pro-rated/duplicate contract lines 
• Review contract notes for renewal changes 
• Transfer contract using auto renewal tool 
• Review new contract for correct pricing, duplicate lines, hours of coverage, and service type 
• Invoice batch, add coverage notes, prepare for mailing 

Receive/execute cancellation notices 

• Review contract terms 
• Notify the sales representative and cancellation distribution list 
• Process the cancellation, apply the credit, remove the PM schedule, and verify open calls 
• Performs invoice process without mailing it 

Set up clients on CustomerSource website

Review service calls submitted to the Ready to Invoice queue in Great Plains 

• Review contract data and client data for special billing rates 
• Ensure that proper address, equipment, closure information and billing is on call 

Invoice the service calls per client billing requirements 

• Batch and post service call invoices 
• Verify invoice accuracy 
• Insert client viewable billing notes 
• Prepare for mailing (email or regular mail) 

Service Reports for Special Clients 

Handle client & internal reviews & disputes 

Process credit requests 

Ensure all special requirements (PO, work order, service report…) is on service calls 

Communicate changes of billing processes or client contracts to other departments 

Supervisory Responsibilities: this job has no supervisory responsibilities

Qualifications, Job Skills & 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 but is not an inclusive list of duties.

• Proficiency in Microsoft Windows, Excel, and Great Plains software is a plus
• Above and beyond customer service in all situations
• Responds promptly to customer needs, meets customer commitments, and solicits feedback from the customer
• Maintains professional confidentiality and patience with customers and within the workplace 
• Manages difficult or emotional customer situations
• Critical thinking, quick decision making, and using reason while dealing with emotional topics
• Conflict resolution and problem solving
• Identify and resolve problems in a timely manner by gathering and analyzing information skillfully, developing alternative solutions
• Speaks clearly and persuasively in a positive manner even in negative situations
• Clear verbal and written communication, effective listening, asks for assistance and clarification when needed
• Research, analyze and provide effective alternative solutions with departmental data and information
• Abilityto review service calls, make an informed decision and justify why the decision was made
• Collaborate with co-workers and contribute to group discussion and problem-solving situations
• Exhibit teamwork and act with empathy and focus while resolving conflict/problems
• Ability to build, maintain, and contribute to a positive team workplace 
• Dependable and consistent attendance ensuring work duties are covered when absent

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee
is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include ability to adjust focus. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.