Customer Support Billing Specialist II

Build the Future with Us EquipmentShare is Hiring a Customer Support Billing Specialist II

At EquipmentShare were not just filling a role were assembling the best team on the planet to build something thats never been built before . Were on a mission to transform an industry thats been stuck in the past by empowering contractors and communities through innovative technology real-time support and a team that truly cares.

Were hiring a Customer Support Billing Specialist II - Bilingual in English/Spanish is required at our Corporate Headquarters in Columbia MO we are open to remote if you are not local to the Columbia MO area. W ere looking for someone whos ready to grow with us bring energy and drive to their work and help us build the future of construction.

The primary responsibility of the Customer Support Billing Specialist II is to consistently provide exceptional service and support to EquipmentShares 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. As a primary customer-facing role the ability to provide professional exceptional timely and accurate service to internal and external customers is critical to the success of this position.

Primary Responsibilities

• Perform job duties in accordance with EquipmentShares 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 EquipmentShares 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.

Why EquipmentShare

Because we do things differently and we think youll feel it from day one. Were a people-first company powered by cutting-edge technology. That means our proprietary T3 platform doesnt just run our business it also makes your job easier safer and more connected. Whether youre behind the wheel under the hood leading a branch or closing deals tech supports you and you drive us forward.

Were a team of problem-solvers go-getters and builders. And were looking for teammates who take pride in doing meaningful work and want to be part of building something special .

Perks & 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 (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

About You

You want to be part of a team thats not just changing an industry for the sake of change were transforming it to make it safer more secure and more productive. You bring grit heart and humility to your work and youre excited about the opportunity to grow within a fast-paced mission-driven environment.

Were looking for people who:

• See challenges as opportunities

• Embrace change and continuous improvement

• Bring energy effort and optimism every day

Skills & Qualifications

• • Ability to read and comprehend basic/complex communication in written or verbal sources.
  • Bilingual in English/Spanish is required
  • 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.

  Education and Experience:

  • 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.

  Physical Requirements:

  • Must be able to lift 20 lbs
  • Must be able to sit for prolonged periods at a desk and work on a computer.

A Workplace For All

At EquipmentShare we believe the best solutions come from a team that reflects the world around us. Our initiative A Workplace For All is rooted in the belief that we must work together to solve some of the toughest problems in construction. That means attracting developing and retaining great people from all walks of life.

We value different backgrounds talents and perspectives. We want you to feel like you belong here because you do.

EquipmentShare is an EOE M/F/D/V.

Employment is contingent on passing a background check. Additionally some roles require passing a drug test depending on the job responsibilities.

Required Experience:

IC