Service Billing Administrator

Essential Responsibilities

• Review Technical Service time submitted in company systems for accuracy. Adjust Technical Service time as required.
• Review Technical Service expense reports for accuracy and adherence to policy.
• Generate and Process service billing on a weekly basis.
• Monitor the submission of technician expenses and time to assure customer billing is timely.
• Review work order details, quotes, proposals, and customer purchase orders to validate products, services, pricing, and billing requirements. Ensure all information is accurate and complete prior to invoicing to support timely and accurate customer billing.
• Coincide with the Purchasing team to ensure third-party service purchase orders are properly linked to the appropriate service jobs, allowing costs to be accurately recorded and tracked. Follow up on third-party vendor invoices to verify accuracy, obtain required documentation, and support timely processing and reconciliation.
• Provide analysis on any significant discrepancies between service quotes, pre-paid service, and actual expenses on a job.
• Investigate and resolve customer invoice disputes by collaborating with Field Service Managers, technicians, the Service Operations Manager, and other internal stakeholders to gather information, obtain and follow up on technician trip reports as needed, identify the cause of billing concerns, and document findings.
• Prepare detailed breakdowns of charges to support the evaluation of customer invoice disputes and facilitate timely, accurate resolutions.
• Update company’s CRM system records related to customer credits in accordance with company policies and procedures, ensuring all required documentation, approvals, and supporting information are accurately recorded and maintained.
• Maintain and update customer account information.
• Support successful month-end closing activities by ensuring assigned tasks, service-related transactions, and required documentation are completed accurately and within established deadlines. Provide additional support as needed during month-end close, which may require extended hours, including evenings or weekends, to meet critical business requirements.
• Act as back-up for additional departmental administrative functions:
• Service Job Quoting
• Field Service Scheduling
• Handle incoming customer calls using the company's business phone system in accordance with established call handling procedures, customer service standards, and communication protocols.
• Monitor and manage customer service cases within the company's CRM system, reviewing case details to ensure accurate assignment to the appropriate individual or queue for timely resolution. Follow, support, and assist in the improvement of our company policies and procedures.
• Document all customer interactions in the company’s CRM system to ensure accurate records and effective communication tracking.

Qualifications

• Minimum; High School Diploma.
• 2 years of experience in multi-tasking administrative roles.
• Strong written and oral communication skills.
• Solid knowledge and experience with computer software including MS Office Suite, CRM and ERP systems.
• The ability to define problems, collect and analyze applicable data, establish facts and draw valid conclusions.
• The ability to present valid conclusions to groups and in a presentation format is required.