Senior Billing Specialist (Building Service)

Oversees billing processes and work with others to resolve issues. Processes and maintains customer work orders, billings, accounts, troubleshooting, and resolves customer complaints. Improves processes and provides guidance and training to less experienced team members. Acts as a subject matter expert and may provide guidance and/or training to less experienced team members.

* Delivers exceptional service to customers, exceeding their expectations by effectively communicating and promptly addressing their needs.
* Troubleshoots and resolves customer disputes. Actively seeks customer feedback and ensures timely resolution of customer's issues.
* Acts as a subject matter expert, offering guidance and training to team members, including technical assistance to Partners based on daily activities and processes.
* Reviews, interprets, and processes work orders, invoices, credits, service project billings and correspondence. Audits, reviews, and closes all work orders ensuring accuracy, in alignment with established standards and business goals.
* Conducts cost analysis of processed work, ensuring accurate billing to the correct customer and financial accounts. Resolves discrepancies and manages special billings such as progress billings and AIA documentation.
* Understanding and interpreting customer contracts to be able to provide guidance to service team members for prevailing wage, billing obligations, and processes.
* Troubleshoots the gross margin analysis report and tech production report.
* Ensures all weekly, monthly, and annual customer service and accounting processes are followed according to company procedures/deadlines, with accurate and timely results.
* Builds and maintains relationships with internal and external customers.
* Maintains a system of customer documentation requirements and adherence processes for all aspects of the service call process. Starts with customer requests through billing, including use of customer portal procedures. Takes action to correct any incorrect information.
* Reviews current processes/procedures and provides feedback to improve and strengthen the customer experience and increase overall efficiency.
* Performs cross functional roles and/or responsibilities including backup for other business units.
* Other duties as assigned.

A High School Diploma or GED, with additional certifications or relevant vocational training preferred.

10+ years of experience in customer service, financial analysis, and billing processes within a commercial service environment.

Demonstrates strong phone contact handling skills, active listening, multitasking abilities, effective time management, and exceptional communication skills.
Excellent customer service skills.
Strong understanding of commercial service billings, financial tasks associated with project transactions, and cost and revenue reconciliations.
Strong attention to detail.
Understands and identifying sales and use tax scenarios.