What are the responsibilities and job description for the Billing & Customer Service Representative position at L&R USA, Inc.?
Position Summary:
The Billing & Customer Service Representative is responsible for interacting with customers to provide information in response to customer inquiries about products and services as well as handling and resolving customer complaints on behalf of L&R USA INC. This position is responsible for input and maintenance of customer details, billing and invoicing investigation/correction, fee schedule, handle billing inquiries, process invoices and statements, while providing quality customer service. This position is also responsible for managing customer records and processing orders for merchandise received by mail, telephone, fax, email and/or personally from a customer or other staff member.
Primary Responsibilities:
Qualifications:
The Billing & Customer Service Representative is responsible for interacting with customers to provide information in response to customer inquiries about products and services as well as handling and resolving customer complaints on behalf of L&R USA INC. This position is responsible for input and maintenance of customer details, billing and invoicing investigation/correction, fee schedule, handle billing inquiries, process invoices and statements, while providing quality customer service. This position is also responsible for managing customer records and processing orders for merchandise received by mail, telephone, fax, email and/or personally from a customer or other staff member.
Primary Responsibilities:
- Attracts potential customers by answering product and service questions and suggesting information about additional products and services.
- Creates and maintains customer accounts by recording and updating account information.
- Resolves product and service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting the correction or adjustment and following up to ensure resolution.
- Recommends potential products and services to Management by collecting customer information and analyzing customer needs.
- Maintains sales accounts receivable operations by submitting claims and/or deductions while communicating actions and irregularities.
- Enters orders by obtaining product information.
- Verifies orders by restating and clarifying customer requirements and product description.
- Enters customer information by obtaining required data.
- Sells products by suggesting related products, quantity discounts or special promotions.
- Functions as backup for Corporate office guest relations.
- Assembles promotional packets which include brochures, catalogs and samples to be delivered to L&R customers.
- Performs additional duties as assigned by the Director of Customer Service and other members of Management.
- Performs daily and weekly operational invoicing audits
- Identifies and resolves billing discrepancies in a timely manner
- Manage customer account setup and customer account changes
- Performs data entry and maintenance of customers specific special pricing tiers
- Acts as a liaison between Customer Service and accounting staff; identifies and provides feedback on issues regarding customer concerns and satisfaction.
- Perform root cause analysis as appropriate
Qualifications:
- High School diploma, degree preferred.
- Three-five years’ experience in billing & customer service role preferred.
- Experience in sales and/or customer service environment preferred.
- Intermediate skills level required in Microsoft Office software; Word, Excel, and Outlook.
- Experience with customer management database system.
- Ability to communicate clearly and professionally through both verbal and written skills.
- Ability to organize, multi-task, plan and set priorities with minimal supervision.
- Ability to work independently and in team settings.
- Ability to exercise good judgment with a strong attention to detail.
- Strong interpersonal communication skills and establish and maintain effective working relationships across all levels of L&R USA INC.
- Demonstrated poise, tact, and diplomacy with the ability to handle sensitive and confidential information and situations.
- Ability to sit for extended periods of time.
- Ability to read computer screens and mail.
- Professional and deadline-oriented environment in an office setting.
- Interaction with staff and customers.