Customer Care & Dispute Specialist

About the role

We Elevate... Quality of urban life
The Customer Care & Dispute Specialist plays a crucial role in resolving invoice discrepancies and ensuring timely cash flow. This position requires a problem-solving approach to investigate and resolve disputes across various departments.

Responsibilities

• Receive and investigate flagged invoices for root causes such as pricing errors, incorrect bill-to details, services not performed, or missing documentation.
• Collaborate with Field Operations, Sales, Contract Management, Fulfillment, and Local Finance to gather necessary evidence for customer claims or dispute resolutions.
• Manage the dispute portfolio for the specific territory, site, or customer, ensuring clear action plans and assigned "Dispute Resolvers."
• Provide regular updates to the BSC Collections team and execute credit memo issuances within authorized limits.
• Lead regular touchpoint meetings and calls with internal stakeholders to drive accountability and maintain a consistent communication flow.
• Identify recurring issues and propose solutions to prevent future disputes, highlighting high-priority customers and aging disputes.
• Prepare and present periodic reports on dispute aging, resolution trends, and bottlenecks to site leadership and the Global Finance team.

Requirements

• Experience: 2-5 years in Accounts Receivable, Customer Service, or a site-based operational role.
• Education: Bachelors degree preferred.
• Communication: Strong interpersonal skills with the ability to influence local stakeholders.
• Problem-Solving: Ability to dig through ERP data and physical documentation to find the source of an error.
• Systems Proficiency: Experience with ERP and Accounts Receivables systems (SAP, HighRadius), strong MS Excel skills (VLOOKUPs, Pivot Tables), and MS PowerPoint skills.
• Travel: 20-25% travel required, as needed.

Qualifications

• Experience: 2-5 years in Accounts Receivable, Customer Service, or a site-based operational role.
• Education: Bachelors degree preferred.
• Communication: Strong interpersonal skills with the ability to influence local stakeholders.
• Problem-Solving: Ability to dig through ERP data and physical documentation to find the source of an error.
• Systems Proficiency: Experience with ERP and Accounts Receivables systems (SAP, HighRadius), strong MS Excel skills (VLOOKUPs, Pivot Tables), and MS PowerPoint skills.

Skills

• Experience: 2-5 years in Accounts Receivable, Customer Service, or a site-based operational role.
• Education: Bachelors degree preferred.
• Communication: Strong interpersonal skills with the ability to influence local stakeholders.
• Problem-Solving: Ability to dig through ERP data and physical documentation to find the source of an error.
• Systems Proficiency: Experience with ERP and Accounts Receivables systems (SAP, HighRadius), strong MS Excel skills (VLOOKUPs, Pivot Tables), and MS PowerPoint skills.

Benefits

• Fully vested 401k match, up to 7% of total eligible compensation.
• Competitive Medical, Dental and Vision Plans - Effective from first day of hire.
• 3 weeks’ vacation which increases with tenure, 7 sick days, 3 floating holidays and 8 Company Observed Holidays.
• Tuition Reimbursement - Eligible after 6 months of service.
• Parental Leave – 100% base pay for 6 consecutive weeks within first year of a child’s birth or adoption.

Pay

Syracuse, NY: $69,300 - $86,600
Boston, MA: $76,800 - $96,100

Schedule

Full-time position with 20-25% travel required, as needed.