Description
The CAM & Invoicing Specialist will be responsible for handling customer accounts/tasks with outstanding customer service, and billing service calls while complying with customer subscriptions, abiding by company rules and regulations. They will be a purpose-driven partner with our sales representatives to maximize customer satisfaction while maintaining an extensive contract database.
Essential Duties and Responsibilities include the following, but not limited to:
1. Implement new subscriptions into OracleReview subscription data and contacts sales representative and/or client for clarificationCreate Subscription Header PageCreate Subscription by adding the correct Product Lines, equipment, pricing, coverage hours and days of service, SLAs and verify/enter service type
2. Update subscriptions as changes are submittedClarify any discrepancies or question with the sales representative and/or the client
3. As subscriptions expire Client Services Specialists reviews & corrects if requiredContract for increase amountReview subscription notes for renewal changes
4. Receive/execute cancellation noticesReview subscription termsNotify the sales representative and cancellation distribution listProcess the cancellation, apply the credit, remove the PM schedule, and verify open calls
5. Review service calls submitted to the Ready to Invoice queue in OracleReview subscription data and client data for special billing ratesEnsure that proper client, proper address, equipment, closure information and billing is on call
6. Handle client & internal reviews & disputes
7. Communicate changes of billing processes or client subscriptions to other departments
8. Perform additional duties as assigned
Qualifications, Job Skills & Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required but is not an inclusive list of duties.
9. Proficiency in Microsoft Windows, Excel, and Oracle software is a plus
10. Above and beyond customer service in all situations
11. Responds promptly to customer needs, meets customer commitments, and solicits feedback from the customer
12. Maintains professional confidentiality and patience with customers and within the workplace
13. Manages difficult or emotional customer situations
14. Critical thinking, quick decision making, and using reason while dealing with emotional topics
15. Conflict resolution and problem solving
16. Identify and resolve problems in a timely manner by gathering and analyzing information skillfully, developing alternative solutions
17. Speaks clearly and persuasively in a positive manner even in negative situations
18. Clear verbal and written communication, effective listening, asks for assistance and clarification when needed
19. Research, analyze and provide effective alternative solutions with departmental data and information
20. Abilityto review service calls, make an informed decision and justify why the decision was made
21. Collaborate with co-workers and contribute to group discussion and problem-solving situations
22. Exhibit teamwork and act with empathy and focus while resolving conflict/problems
23. Ability to build, maintain, and contribute to a positive team workplace
24. Dependable and consistent attendance ensuring work duties are covered when absent
Education and/or Experience
25. Some college or 2+ years equivalent experience in a comparable industry. Preference will be given to those who have prior experience in the following areas: contract management, invoicing, customer service, and/or call center.