This position will be responsible for ensuring customers are properly billed for the services to which they have subscribed. This position works on problems of a limited scope under detailed guidance.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to ensure accuracy of billing and reduction of billing disputes, thus overall improving the customer experience including the following, but not limited to:
Reduce and/or eliminate billing errors;
Perform corrective action as required;
Maintain and administer the commercial contracts database.
Produce and review reconciliation exception reports and related reports. Reviews logic and recommend any enhancements.
Research and validate customer exceptions using related systems or available resources.
Communicate issues with appropriate entities such as customer, sales team and operating units, interfacing with all levels of the organization and outside parties as necessary.
Address resolution of customer exceptions
Review and revise the processes for management and maintenance of commercial contracts administration, utilizing sales entry/tracking and scanning document retention tools to ensure reporting measures customer service; provide feedback on existing reports and databases and provide assessments or recommendations as requested.
Monitor contracts with special billing arrangements or terms of the contract (such as seasonality) and ensure accurate billing.
Conduct root cause analysis on customer exceptions and, when necessary, recommend and facilitate appropriate process and/or system improvements.
Recommend billing system/order entry enhancements to reduce errors.
Support monthly electronic invoice submission process for federal government accounts.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to understand process flows
Ability to interpret service contracts as pertained to customer billing
Strong knowledge of Microsoft Office applications, e.g. Excel, Word and PowerPoint
Familiarity with the customer credit process
Excellent verbal and written communication skills
Ability to interact proficiency with peers, clients and other professionals
Ability to communicate issues and proposed solutions at an executive level
Ability to exercise accurate business judgment
Ability to communicate with all levels of company employees, vendors/service providers, customers and prospective customers
Strong organizational skills
Ability to prioritize assignments according to timelines and importance of task
Ability to maintain poise and professional demeanor in stressful situations
Knowledge of CSG and ICOMS billing systems
Bachelor’s degree in Business or equivalent industry experience
Related Work Experience Number of Years
Contract review experience 5
Communications industry experience preferred 0-2+
Business Analysis experience 0-2+
CSG and/or ICOMS experience 0-2+.