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 role involves deep-dive investigations into root causes such as pricing errors, incorrect bill-to details, services not performed, or missing documentation.

Responsibilities

• Case Ownership: Receive flagged invoices and conduct deep-dive investigations into root causes.
• Dispute Management & Root Cause Analysis: Investigate customer complaints, analyze evidence, and ensure every dispute has a clear action plan.
• Cross-Functional Collaboration: Work with Field Operations, Sales, Contract Management, Fulfillment, and Local Finance to gather necessary evidence.
• Collections Partnership: Provide regular updates, execute credit memos, debit notes, or invoice corrections, and document valid and invalid disputes.
• Stakeholder Engagement & Cadence: Lead regular meetings and calls with internal stakeholders to drive accountability and maintain a consistent communication flow.
• Process Improvement: Identify recurring issues and propose solutions to prevent future disputes, highlighting high-priority customers and aging disputes.
• Performance Reporting: 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: A "detective" mindset to find the source of an error.
• Systems Proficiency: Experience with ERP and Accounts Receivables systems (SAP, HighRadius), strong MS Excel skills, and MS PowerPoint skills.
• Travel: 20-25% travel required, as needed.

Qualifications

• Strong interpersonal skills with the ability to influence local stakeholders.
• A "detective" mindset to find the source of an error.
• Experience with ERP and Accounts Receivables systems (SAP, HighRadius).
• Strong MS Excel skills (VLOOKUPs, Pivot Tables).
• MS PowerPoint skills.

Skills

• Experience with ERP and Accounts Receivables systems (SAP, HighRadius).
• Strong MS Excel skills (VLOOKUPs, Pivot Tables).
• 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

Base Salary - Syracuse, NY $69,300 - $86,600 | Boston, MA $76,800 - $96,100

Schedule

Flexible schedule to accommodate travel requirements.